Well now, things have obviously changed since I kitted myself out with much of their equipment.
In the early days, when owned by a French Chef, their customer service and product quality were exceptional. Today I still have a saucepan set, two sets of knives and a variety of other kitchen stuff.
20 years on, my little saucepan has just sprung a leak so I immediately went onto their website and ordered a new one.
They sent the wrong item. When I queried this I was told I'd placed an order for the item sent. So I sent them a screenshot of the home page from the SHOP App I used to pay - where there was an image of the item I purchased together with a description clearly showing it as a 14cm pan and in stainless steel. Nothing like the black mottled non-stick 16cm pan they'd chosen to send.
I then get what probably amounts to the lamest apology in history referring to the substitution. Excuse me - you sent the wrong item. You didn't substitute anything - quite simply someone picked, packed and sent the incorrect item.
But, to make matters worse, to return the item I have to pay for it. Sure, they will refund the money, up to a limit set by them, but there is no option for them to do a post paid return label. That's about as mickey mouse as you can get for an on line retailer.
I even had the courtesy to let them know I was not happy which is when they told me that they had no stock of the pan I ordered ... um ... says something about their IT if this cannot be shown as out of stock on their website.
They are a perfect example of how customer service is so easy to get right yet so many simply get it wrong. They do not understand the basic elements of that word service. I have chosen to buy a different pan at a higher cost from ProCook.
United States
