Regal Ware, Inc.

Review: Cookware is not worth the price, I am not happy with the product. I was told could return them, (a 500.00 restocking fee). I was not told this at the time of purchase, customer service told me I should have read the back of my purchase order, that is where it said that. I told her I thought the person selling me the cookware should have mentioned that, if his product was as great as he said it was , it wouldn't have been an issue. When I talked to the owner of the company (that's who he told me he was) he told me I could not return them if I had used them.I said I had used 4 of the pots. How am I to know if they are any good if I don't use them. As I lost my original receipt, I don't know if that was also on the back of the order form as well.On the web site it says "Customer Service Number One Priority".Both the person who sold me the cookware at the trade show and the OWNER were both unable to listen to my complaint, only telling me that know one returns the cookware, its the best in the world.Desired Settlement: money returned.The price we paid was 1993.00. I would pay to have them shipped back to the company. Why would they want me to keep this cookware if I don't like it.The cookware will only remind me and anyone else who asks me about it what terrible customer service from both the sales rep. and the OWNER

Business

Response:

Regal Ware sells product directly to a distributor through a Distributor Agreement. [redacted] purchased her Lifetime cookware through a New York Distributor. This Lifetime Distributor has outlined below the explanations regarding the buyer's right to cancel and the protocols that this particular Distributor follows if the customer requests to cancel written authorization

after the rescission period has expired.

Accordingly, a restocking fee is

necessary since a restocking is required by the manufacturer, Regal

Ware International

Ms.

[redacted] had three business days to cancel. The product was shipped and received

by Ms. [redacted] on 4/01/14. If the

customer would like to cancel the contract, the following rescission notice is on

the contract.

NOTICE TO BUYER

“You, the buyer, may cancel this

transaction at any time prior to midnight of the third business date after the

date of this transaction. See notice on back for an explanation of this

right.”

Ms.

[redacted] contacted the Lifetime Distributor's office a month after she received the cookware inquiring

about returning the product. Lifetime's Senior management accepted the call and offered to

have a rep stop over at her residence to make a service call so that the

customer would be satisfied. The offer for on-site service was

refused. Subsequent to that, the cancellation as outlined in the contract was

explained to Ms. [redacted]. The segment of the return policy is stated as

follows.

"All sales are final. Seller will not accept any unused

returned merchandise for credit, unless with written permission along with a 30%

restocking fee."

An

explanation of the cancellation notice can be found on the back of the contract.

Note, the only acceptable form of cancellation is to either mail or fax a signed

and dated copy of the cancellation to:

OR

Fax [redacted]

· The customer also receives a copy of the contract.

Review: I ordered some pots and pans through this company. There was a seller that I bought these pots through through a bridal program I went to at Shopko hall in Green Bay, WI. That seller was smitten kitchen. I contacted Lifetime regarding some items that were not shipped to me that I had ordered and they said I would have to go back through this seller to solve the issue. I have been emailing them and calling them for the past 2 months and leaving messages and nobody has tried to contact me about the products that I haven't received. I also an very unsatisfied with the products and would like to return them and get my money back. I have been emailing then at [email protected] and calling [redacted] with no response. The purchase was $1832.40. I had one rep call me about my products to ask me questions about them and see if I would want to order more only to have them say I will talk to my supervisor and call you back, and I haven't hear anything back from them (that was a little over a month ago).Desired Settlement: I would really like to return the pots and get my money back. Bottom line, the product does not work like they had described, and I an very unhappy with the lack of communication. Lifetime bottom line was the company that I bought the pans from, I want my money back from them and they can deal with trying to get Smitten Kitchens to refund them whatever it is they owe them.

Business

Response:

I have received your letter regarding ID [redacted] of

9/20/13. This inquiry has been referred to [redacted], Executive

Legal Administrator for Regal Ware. [redacted] is investigating the

complaint and will respond to your inquiry in the

next week or so.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have received the email regarding the response from regal ware. I

understand that they are looking into the situation and I do not have a

problem with it taking an additional week or so for them to do so.

Thank

you

Regards,

Consumer

Response:

I have tried contacting them, but have not gotten a response. I have

yet to get a response to any type of contact I have tried making with

them since buying the pots. That is the reason why I am so concerned

with their lack of contact with the Revdex.com. I'm a little worried about

being ignored completely by the company and I would really like the

money back for the pots because they are really not working as well as

they said they would, also I didn't received everything I paid for,

which isn't such a good feeling.