Le Creuset "Lifetime" Gaurentee
I took my 8 month old 28 cm casserole to the Table Bay mall in Cape Town as the enamel on the inside of the pot starting forming hairline cracks.
The store advised they have to escalate the matter which they did and I must commend them on their prompt response and constant communication.
The pot was sent to the head office for assessment, and to my disappointment I got the feedback that the hairline cracks are due to me abusing the pot (Which I never did, the pot has been taken care of and all care instructions followed as per booklet). I was told that I was using it on too high heats etc... when I know for a fact I did not do that.
I am now left with a R4000 door stopper, O and I get told it is still fine too cook in... Even though you can see that there are tiny fiber's dislodging from the cracks!
Absolutely disgusted! The Le Creuset lifetime warranty means nothing!
Helpful (0)
Replies (5)0
Replies (5)
Le Creuset's replyOfficial
30 May 2019, 16:47Dear Dominique Thank you for your query. While the product is 100% backed up by the warranty, we can confirm that we have thoroughly inspected and subsequently re-inspected the casserole, determining that this is not a warranty issue. The casserole has been very well looked after, and there is no damage to the interior enamel. We can confirm it is still fully functional and safe to use. Please do not hesitate to contact us should you have any further queries.
Kindest Regards
Michelle
Kindest Regards
Michelle
Le Creuset's reply30 May 2019, 16:47
Official
Dear Dominique Thank you for your query. While the product is 100% backed up by the warranty, we can confirm that we have thoroughly inspected and subsequently re-inspected the casserole, determining that this is not a warranty issue. The casserole has been very well looked after, and there is no damage to the interior enamel. We can confirm it is still fully functional and safe to use. Please do not hesitate to contact us should you have any further queries.
Kindest Regards
Michelle
Kindest Regards
Michelle
's updateReviewer Update
30 May 2019, 17:29Hi There,
If there is no damage to the enamel then why is the surface cracked? How can you advise that this was the outcome when it is most definitely cracked! I have images of it taken by your in store staff! They themselves told me they have never seen this happen to the casserole’s.
I did not abuse the unit (before that is the next response of overheating/welding the unit or what ever creative comeback is thrown my way), I adhered to every single instruction as per the owners manual supp**** with the unit. I took great care of it and trusted that it will last a lifetime.
This is a simple case of product not living up to its quality, it happens I understand that but then at least own up to it and honor the warranty as advertised, please do not try and divert the issue.
What do I do when it starts peeling eventually? Is that when it will be seen as a warranty issue?
I am not happy with this outcome, this unit is not functional, and I will not feel safe to cook food that could contain enamel fibers!
I can put my money on it that you or none of your staff would not accept this response if you were on the receiving end for any product that so called comes with a lifetime warranty.
The consumer once again gets the raw end of the deal.
Absolutely unacceptable!
Regards,
Dominique
If there is no damage to the enamel then why is the surface cracked? How can you advise that this was the outcome when it is most definitely cracked! I have images of it taken by your in store staff! They themselves told me they have never seen this happen to the casserole’s.
I did not abuse the unit (before that is the next response of overheating/welding the unit or what ever creative comeback is thrown my way), I adhered to every single instruction as per the owners manual supp**** with the unit. I took great care of it and trusted that it will last a lifetime.
This is a simple case of product not living up to its quality, it happens I understand that but then at least own up to it and honor the warranty as advertised, please do not try and divert the issue.
What do I do when it starts peeling eventually? Is that when it will be seen as a warranty issue?
I am not happy with this outcome, this unit is not functional, and I will not feel safe to cook food that could contain enamel fibers!
I can put my money on it that you or none of your staff would not accept this response if you were on the receiving end for any product that so called comes with a lifetime warranty.
The consumer once again gets the raw end of the deal.
Absolutely unacceptable!
Regards,
Dominique
's update30 May 2019, 17:29
Reviewer Update
Hi There,
If there is no damage to the enamel then why is the surface cracked? How can you advise that this was the outcome when it is most definitely cracked! I have images of it taken by your in store staff! They themselves told me they have never seen this happen to the casserole’s.
I did not abuse the unit (before that is the next response of overheating/welding the unit or what ever creative comeback is thrown my way), I adhered to every single instruction as per the owners manual supp**** with the unit. I took great care of it and trusted that it will last a lifetime.
This is a simple case of product not living up to its quality, it happens I understand that but then at least own up to it and honor the warranty as advertised, please do not try and divert the issue.
What do I do when it starts peeling eventually? Is that when it will be seen as a warranty issue?
I am not happy with this outcome, this unit is not functional, and I will not feel safe to cook food that could contain enamel fibers!
I can put my money on it that you or none of your staff would not accept this response if you were on the receiving end for any product that so called comes with a lifetime warranty.
The consumer once again gets the raw end of the deal.
Absolutely unacceptable!
Regards,
Dominique
If there is no damage to the enamel then why is the surface cracked? How can you advise that this was the outcome when it is most definitely cracked! I have images of it taken by your in store staff! They themselves told me they have never seen this happen to the casserole’s.
I did not abuse the unit (before that is the next response of overheating/welding the unit or what ever creative comeback is thrown my way), I adhered to every single instruction as per the owners manual supp**** with the unit. I took great care of it and trusted that it will last a lifetime.
This is a simple case of product not living up to its quality, it happens I understand that but then at least own up to it and honor the warranty as advertised, please do not try and divert the issue.
What do I do when it starts peeling eventually? Is that when it will be seen as a warranty issue?
I am not happy with this outcome, this unit is not functional, and I will not feel safe to cook food that could contain enamel fibers!
I can put my money on it that you or none of your staff would not accept this response if you were on the receiving end for any product that so called comes with a lifetime warranty.
The consumer once again gets the raw end of the deal.
Absolutely unacceptable!
Regards,
Dominique
Le Creuset's replyOfficial
03 Jun 2019, 12:31Dear Dominique This has been escalated to the Managing Director, Ben Paine, who has inspected the casserole and confirmed that there is no damage that would cause performance related issues. However, if you would prefer to exchange the casserole for a new one, we will happily accommodate this. Please confirm your nearest boutique store and we will notify them you’ll be popping in.
Kindest Regards,
Natasha
Kindest Regards,
Natasha
Le Creuset's reply03 Jun 2019, 12:31
Official
Dear Dominique This has been escalated to the Managing Director, Ben Paine, who has inspected the casserole and confirmed that there is no damage that would cause performance related issues. However, if you would prefer to exchange the casserole for a new one, we will happily accommodate this. Please confirm your nearest boutique store and we will notify them you’ll be popping in.
Kindest Regards,
Natasha
Kindest Regards,
Natasha
's updateReviewer Update
04 Jun 2019, 10:31Hi,
I have just received a call from Table Bay mall advising me that they have received the go ahead to issue a replacement unit.
Thank you for your assistance in this regard.
Regards,
Dominique
I have just received a call from Table Bay mall advising me that they have received the go ahead to issue a replacement unit.
Thank you for your assistance in this regard.
Regards,
Dominique
's update04 Jun 2019, 10:31
Reviewer Update
Hi,
I have just received a call from Table Bay mall advising me that they have received the go ahead to issue a replacement unit.
Thank you for your assistance in this regard.
Regards,
Dominique
I have just received a call from Table Bay mall advising me that they have received the go ahead to issue a replacement unit.
Thank you for your assistance in this regard.
Regards,
Dominique
Le Creuset's replyOfficial
05 Jun 2019, 12:27Hi Dominique,
We look forward to welcoming you in store.
Kind Regards,
Natasha
We look forward to welcoming you in store.
Kind Regards,
Natasha
Le Creuset's reply05 Jun 2019, 12:27
Official
Hi Dominique,
We look forward to welcoming you in store.
Kind Regards,
Natasha
We look forward to welcoming you in store.
Kind Regards,
Natasha