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:07/22/2022

  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.

  While I was cooking on low heat, I witnessed my my le creuset braiser pan and lid crack with a pop. The pan inside enamel has a small hair line fracture and popes away the enamel, the larger issue is the lid which has a large gap crack that’s 1-3 inches. I submitted the warranty claim form and an agent by the name of ***** ******* stated it is not covered under warranty do you it likely being physical damage. Which is not true. I explained the story and now she replied that now it’s not covered because it does not affect the integrity of the product. However it does, I can fit a dime in there and it will rust with the water and steam. It feels that these agents are being asked to deny claims at all costs. It just does not make sense. I am kindly requesting a warranty replacement

  Business Response

  Date: 07/22/2022

  Our warranty only covers manufacturer defects. The damage to this item appeared to have been due to the lid being dropped. That is why we denied the claim. However, the representative issued a return authorization number for the consumer to return both the lid and pot to us for a replacement. We informed him of this earlier today. The only cost to him would be paying for shipping of the damaged item to us. 

• Initial Complaint

  Date:07/01/2022

  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.

  Called the company & attempted to place a phone order at one of their outlet stores which I have done multiple times in the past with no issue. This time the associate took my credit card for payment and it went through but she said that my account was locked and to call customer service. I called customer service and spoke with ***** who stated that my profile isn't locked & sore should be able to complete my purchase. Store claimed they still couldn't do my purchase & that they would have IT look at my profile. Upon calling the manager of the store on 7/1 they said that IT indicated that my profile is fine & they weren't sure what the issue was & were still researching it. Corporate # Customer Service Department refuses to get a manager on the line so the situation can be resolved. It appears that the company doesn't want to take my money to complete the sale meanwhile my credit card has been charged for the transaction in which they refuse to follow through and provide tracking information on. I have no receipt as one was never emailed to me as that was an issue with my past order from another outlet store. I was told that my original receipt would be mailed to me with the goods that I have paid for. No tracking # has been provided either instead I'm receiving the runaround regarding this purchase & how to prevent it from happening to me again in the future should I do this again!

  Business Response

  Date: 07/01/2022

  Since this purchase was made at a retail location, the consumer would have to contact them for assistance. They would be able to locate the record of the sale, a copy of the receipt of the purchase and direct them to a manager or district manager that could assist them. 

  Customer Answer

  Date: 07/05/2022

  [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:

  Regards,

  * ******

  Customer Answer

  Date: 07/05/2022

  ATTEMPTED to do a phone order via an outlet store. The phone order was UNSUCCESSFUL since the associate said my profile was locked. Manager reached out to her IT contact whom said that my profile is fine. Store associate who tried to ring up my sale and told me to call corporate customer service where I was told my profile isn't locked. We tried to do the purchase again and after payment was taken transaction didn't go through. NO THIS ISN'T A CREDIT CARD ISSUE! MY CREDIT & CREDIT CARD ARE JUST FINE. Store manager involved retail accounting to confirm transactions DID NOT complete so can't ask store, District Manager and such for a receipt. Customer can't purchase because of profile issues. Customer would like to give the store $ for goods but the Store Manager, District Manager, IT & Retail Accounting can't solve the issue. This is an internal problem and not the clients problem since the the Company can't complete the transaction. Was told by the store that they aren't sure why its happening since they thought it was fixed, prior to trying again. Since Le Creuset corporate employs the store employees they need to internally escalate and look into the cause and find a resolution for this and prevent it from happening again. Without the corporate part of the company there would be no retail locations to cause this issue. Store level and their management can't seem to solve this problem.

  Business Response

  Date: 07/08/2022

  We reached out to the customer by telephone and email for additional information regarding the claim on 7/5/2022. This was in regards to a purchase that was made at one of our retail stores. We asked for the telephone number, location of the store, name of store associate and date of purchase. We have not heard back from the customer.  

• Initial Complaint

  Date:06/20/2022

  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 the blue enamel SET on sale for $99.99. I purchased directly from their website using paypal. I made the purchase and received a blanket email response with no information or follow up about delivery. I have emailed all contacts I could find on all website searches. I would like the set delivered or a refund immediately.

  Business Response

  Date: 06/21/2022

  We are unable to locate a sales order by searching with the customers name and email address. If the customer received an email from us after the order was placed, it should have included a sales order number. However, there is another possibility, the customer could have placed the order on a fraudulent website. 

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ongoing warranty claim (******* with Le Creuset and so far, have had a terrible experience due to dreadful, unhelpful customer service. I have a brand new Round Dutch Oven that is chipped on the interior with a crack that has occurred as a result. When I first called customer service at ************ on Friday (06/10), I spoke with ****** ******* who helped me navigate the warranty claim process. She requested information via email, and I responded with the needed photos and a few other details (shipping address and color choice). Today (06/13), I received a follow-up email from ***** ******* that let me know my return was approved and authorized under the RMA/case number CAS-************** However, her email said I had to cover the cost of shipping to return the defective utensil. I immediately called customer service and was connected with a representative (whose name I did not catch) that not only spoke down to me but ultimately refused to help me. I requested a pre-paid return label (as I will not be covering the cost of shipping for a defective item) and was told by her that one could not be provided because it is a "courtesy replacement" due to there being "nothing wrong" with the utensil. It is unclear to me how she came to that conclusion considering the considerable chip and crack that prevents me from using the utensil. When I asked to speak with a supervisor, I was placed on a long hold and then told, "No, this is the information I was told by her to give you." I am struggling to comprehend how a chip and crack would not affect its usage, especially when that poses a severe safety risk if used for its intended use—cooking! The utensil is clearly defective—it is still brand new in the box. I am extremely disappointed that this is the "exceptional customer service" Le Creuset claims to offer. I would like for Le Creuset to provide a pre-paid return label (to cover the cost of shipping) and for the replacement utensil to be fulfilled.

  Business Response

  Date: 06/14/2022

  When Mr. ***** reached out to us, he stated that he had received a gift that was damaged and wanted a replacement. We advised him that the cookware needed to be returned to the location that it was purchased from for a new one. He did not want to do that and wanted to submit a warranty claim. Which we offered to do as a one-time courtesy. When an item is being returned as a warranty, it is up to the customer to pay for the shipping back to us.
  
  However, as a one-time courtesy we will offer to pay for shipping of the cookware back to us. Any future warranty claims, he will be responsible for the cost of returning the cookware to us.

  Customer Answer

  Date: 06/17/2022

  [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. 

  Regards,

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