Celebrity China & Crystal

Celebrity [redacted] ** [redacted] ###-###-#### * ###-###-#### FAX ###-###-#### November 12, [redacted] Re: [redacted] ID [redacted] Dear [redacted] , Thank you for your second email we received on November 6, Once again, we appreciate the opportunity to respond [redacted] stated in his rejecting response that he is "not debating the validity of their product" He also stated that "the rep that performed the presentation used some water to clean the cookware" indicating how easy the cookware is to clean when it is used properly The issue appears to be that [redacted] is rejecting the service Celebrity has offered We know the Vita Craft Ultra cookware works If it is not performing for a customer, we provide service for that customer to find out why For some reason [redacted] and [redacted] will not allow us to provide customer service to show them how the cookware will perform for them We do stand ready to provide good customer service and will welcome the opportunity to stand behind our products Sincerely, [redacted] Customer Service

In the demonstration, she told us and showed us that you dont have to use water or oil to cook with and food doesn't get burned or stick When we used it, it burned our food in the lowest setting of heat and the food was gunked all on the bottomAt the demonstration, she poured some water in the pan and wiped it cleanWhen we used it, we had to scrub for a long time to get it cleanTo keep it from sticking, we had to use 2-times the amount of oil as compared to other pans to keep the food from stickingWhen doing this, we were left with very oily food which we had to toss

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because service is not the issue Again, as I have stated multiple times The issue is that when operating the cookware in the same manner as the representative, tthe results are an extreme difference First, at no time was anything discussed about a stainless steel cleaner The representative presented the product as a simple, easy clean, which it is not Second, we were shown that you dont need to use water or oil to COOK or it would require a small portion of water or oil*** found herself using three times the amount of oil to keep the vegetables from sticking to the pan She also was required to put extra oil in to keep it from burning on the lowest setting, which again is not how the product was presentedIf this was a reasonable amount of time after we purchased the product or the product was working perfectly and then suddenly changed, I could understand service being offered Due to the fact that it was the very first couple of times we used the cookware and to the fact that the problems are specifically the opposite of how the cookware was presented, these are the reasons behind our original complaint and our original request to return the product
Regards,
*** ***

Celebrity
*** *** ***
*** ** ***
###-###-#### *
###-###-####
FAX ###-###-####
November 4,
*** *** ***
*** ***
*** *** *** *** ***
*** *** ** ***
Re: *** *** ID ***
Dear *** ***,
Thank
you for your email we received October 30, 2014. We appreciate the opportunity to respond.
*** *** and his
fiancé, *** ***, placed an order with Celebrity on September 29, 2014. They purchased a set of cookware and gourmet
skillets. Customers can pay for their
purchase by cash, check, a major credit card, or a payment plan. *** and *** chose the payment plan and
paid a down payment. They filled out and
signed a credit application and were approved for financing.
*** called Celebrity on
October 13th wanting to return the cookware that he and *** purchased. He said ***, who does the cooking, had
burned food and had a hard time cleaning the pan. I explained our return policy and offered
service. Stainless steel cleanser will clean
anything burnt and any discoloration. I
gave him instructions on how to use it and offered service for using the
cookware. *** said he would talk to
*** and get back to me to set a time for service with *** and him.
*** called back last
week saying they just wanted to return the cookware. I offered service again and *** said he
would talk to *** and get back to me.
Apparently, *** filed his complaint with the *** *** ***
that same day
The cookware that ***
and *** purchased is Vita Craft’s Ultra Cookware. Vita Craft has manufactured quality cookware
like Ultra for years. We are very
confident in the quality of Ultra. If a
customer ever has a problem with any of our products, we provide customer
service to resolve any issues
*** and *** saw the
cookware perform when they made their purchase.
Our representative did not misrepresent the cookware. Their cookware is designed to cook vegetables
without boiling in water and meats without frying in grease. For some reason *** and *** will not
allow us to provide customer service to show them how the cookware will perform
for them. We do stand ready to provide
good customer service and will welcome the opportunity to stand behind our
products.
Sincerely,
***
***
Customer
Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the rep that performed the presentation used some water to clean the cookware and never stated anything about needing stainless steel cleaner*** *** never stated needing that eitherIt was also presented to us with an understanding that it will cook Indian curry the same wayDuring the payment part, we asked about their return policy and she asked us "why would you want to return it"
I am not debating the validity of their product For what we are using it for, it is not living up to the way it was presented to us I did a little more digging and I found plenty of reviews on the internet with the same issue We would simply like to return the product and be issued a refund for what we have spent
Regards,
*** ***

Celebrity
[redacted]
[redacted]  [redacted]
###-###-####   *   
###-###-####
FAX  ###-###-####
 
 
November 12, 2014
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  [redacted]            ID [redacted]       
         
Dear [redacted],
 
Thank
you for your second email we received on November 6, 2014.  Once again, we appreciate the opportunity to
respond. 
 
[redacted] stated in his
rejecting response that he is "not debating the validity of their
product".  He also stated that
"the rep that performed the presentation used some water to clean the
cookware" indicating how easy the cookware is to clean when it is used
properly.
 
The issue appears to be
that [redacted] is rejecting the service Celebrity has offered.  We know the Vita Craft Ultra cookware
works.  If it is not performing for a
customer, we provide service for that customer to find out why.  For some reason [redacted] and [redacted] will not
allow us to provide customer service to show them how the cookware will perform
for them
 
We do stand ready to
provide good customer service and will welcome the opportunity to stand behind
our products. 
 
Sincerely,
[redacted]
[redacted]
Customer
Service

In the demonstration, she told us and showed us that you dont have to use water or oil to cook with and food doesn't get burned or stick.  When we used it, it burned our food in the lowest setting of heat and the food was gunked all on the bottom. At the demonstration, she poured some water in...

the pan and wiped it clean. When we used it, we had to scrub for a long time to get it clean. To keep it from sticking, we had to use 2-3 times the amount of oil as compared to other pans to keep the food from sticking. When doing this, we were left with very oily food which we had to toss.