1 reviews | Active since Aug 2014
Complaint - Bastille Pots
We bought the Bastille set approximately 22 years ago when Bastille was launched. We do not use the pots regularly. We bought it because we were told that it's a very good product and that Bastille has a lifetime guarantee. Over the past two years we discovered that the thermostats on the lids is not functioning properly and that some of these thermostats came loose. In addition, the black plastic attached to the handles have come loose. This is NOT because of negligence, misuse or washing mistakes. I contacted Verimark in Centurion Mall regarding this, but was told that it will cost almost R1200 to replace everything and for the first time... I was told that the "lifetime guarantee" does NOT include the lids and thermostats. This is false advertising and there should be a more explicit and transparent pitch about the handles and thermostats. When the purchase was made i was not told that the lifetime guarantee excluded the handles and the thermostats. It really does not make sense to use pots without handles and thermostats. Initially family and friends admired the Bastille products and i persuaded them to purchase the pots. It seems like i was incorrect. I would like a senior manager of Verimark to contact regarding this matters. I would also like to be shown which clause in the purchase agreement shows that the handles and thermostats only carry a three year warranty and furthermore why this was not disclosed at the post of sale. My email address is ***
Thank you for informing us of your disappointing experience of our Bastille Pots ,
At Verimark customer satisfaction is something that we take very seriously and would never compromise under any circumstance,
Please see below guideline on regarding Bastille cookware and the guarantee 1.Lifetime guarantee First Lifetime Guarantee covers the workmanship or fault in material If for any reason replacement is necessary because of faulty material or workmanship, we will replace without charge, any product found upon examination by our technicians. This guarantee does not cover consequential damages and loss or damage to this cookware should the damage be caused due to accidents, neglect, abuse, tampering or misuse
2. 15 days is money back guarantee
3. 3 years on the Bakelite handles and thermostat knobs
If for any reason replacement is necessary because of faulty material or workmanship, we will replace without charge, any product found upon examination by our technicians.These pots are designed to cook food at a lower temperature. The thermostat knob, has a temperature guide built into the lid of each unit, makes it possible to determine cooking temperature precisely and conveniently . Page 4 shows you on the use of the thermostat and how you can use it to check the temperature of you pot, which will guide you on the heat of you pot and by exceeding the suggested temperature of 70 degrees your pot is too hot and this can cause damage to the base of your pot. Page 9 also clearly shows how to wash the pot so it does not get scratched or damaged. The Bastille pot does come with a life time guarantee but if you read properly on page 21 of the manual, you will see how the guarantee works, you will also see that accidents, negligence ,abuse, tampering and misuse is not covered and from our assessments we have come to the conclusion that your pot was indeed misused and the damages on the pot is due to negligence and are not a manufacturing defect.
We have send you an email with our user guide attached regarding Bastille Guarantee If you have any further queries or require any further information or assistance – please do not hesitate to contact us directly on *** Kind regardsVerimark team
Best regards,
Thank you for informing us of your disappointing experience of our Bastille Pots ,
At Verimark customer satisfaction is something that we take very seriously and would never compromise under any circumstance,
Please see below guideline on regarding Bastille cookware and the guarantee 1.Lifetime guarantee First Lifetime Guarantee covers the workmanship or fault in material If for any reason replacement is necessary because of faulty material or workmanship, we will replace without charge, any product found upon examination by our technicians. This guarantee does not cover consequential damages and loss or damage to this cookware should the damage be caused due to accidents, neglect, abuse, tampering or misuse
2. 15 days is money back guarantee
3. 3 years on the Bakelite handles and thermostat knobs
If for any reason replacement is necessary because of faulty material or workmanship, we will replace without charge, any product found upon examination by our technicians.These pots are designed to cook food at a lower temperature. The thermostat knob, has a temperature guide built into the lid of each unit, makes it possible to determine cooking temperature precisely and conveniently . Page 4 shows you on the use of the thermostat and how you can use it to check the temperature of you pot, which will guide you on the heat of you pot and by exceeding the suggested temperature of 70 degrees your pot is too hot and this can cause damage to the base of your pot. Page 9 also clearly shows how to wash the pot so it does not get scratched or damaged. The Bastille pot does come with a life time guarantee but if you read properly on page 21 of the manual, you will see how the guarantee works, you will also see that accidents, negligence ,abuse, tampering and misuse is not covered and from our assessments we have come to the conclusion that your pot was indeed misused and the damages on the pot is due to negligence and are not a manufacturing defect.
We have send you an email with our user guide attached regarding Bastille Guarantee If you have any further queries or require any further information or assistance – please do not hesitate to contact us directly on *** Kind regardsVerimark team
Best regards,