Green Pan Inc

Revdex.com:
The response is late and I had to deal with months of struggle, but I did eventually receive my lid Poor business conduct and even worse communication
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

To whom it may concern
Our policy is to replace an item with something of equal or greater value. This is what we have done in this case. The consumer received the replacement lid in the correct size, as per our policy.
Thank you

Thank you for the update! The lid will be delivered on April *, 2016. Again, here is the tracking information. 
[redacted]
 
Have a great day!
61293150338920030183
61293150338920030183

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The company did not communicate their policy before sending the "replacement".  I purchased this product to have a matching cookware set.  The lid they have sent does not match.  Had they communicated to me that they could not replace the lid, I would have returned the entire set and bought one that was matching and undamaged.  Because I waited a month to receive the un-matching replacement lid, it is now too late to return the set to the company that I bought it from.  The negligence of communication and slow replacement time is unacceptable.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The company did not communicate their policy before sending the "replacement".  I purchased this product to have a matching cookware set.  The lid they have sent does not match.  Had they communicated to me that they could not replace the lid, I would have returned the entire set and bought one that was matching and undamaged.  Because I waited a month to receive the un-matching replacement lid, it is now too late to return the set to the company that I bought it from.  The negligence of communication and slow replacement time is unacceptable.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:The response is late and I had to deal with months of struggle, but I did eventually receive my lid.  Poor business conduct and even worse communication.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

To whom it may concernOur policy is to replace an item with something of equal or greater value. This is what we have done in this case. The consumer received the replacement lid in the correct size, as per our policy.Thank you

Thank you for the update! The lid will be delivered on April *, 2016. Again, here is the tracking information. [redacted]
 Have a great day!6129315033892003018361293150338920030183

Review: these pans were suppossed to come with life time guarantee pieces of nonstick inner linning have started to chip off n r so non useable they stick so much I contacted buisnes three time no response.

Review: I purchased a GreenPan product through Amazon on 6-**-2013 for $85.56. It was a GreenPan San Francisco Covered Casserole, 5-Quart pot. Now I have noticed the interior of the pot has a small area on the side in which the ceramic coating is flaking off. The pot has a 2 year warranty on the interior coating according to the paper work that was in the shipping box when I received it. I called Greenpan TEL: +[redacted] on 10-**-13 to explain my problem. The lady proceeded to explain that my defect should not negatively effect the ability of the pot to cook any food. It appeared to me that only if the interior bottom area of the pot was her only interest. I told her that this flaking is unacceptable for it will only increase and I don't want to have flakes of ceramic coating dropping into my food that is in the pot. Also I don't want any area of aluminum contacting my food. Exposure to aluminum in cooking food has been linked to Alzheimer's disease. They should honor the warranty since there is a defect on the coating surface. Also, we have been very careful not to use any metal objects when using this pot, so it wasn't caused by neglect in cleaning or cooking with the pot. She was going to e-mail a warranty form to fill out but it appears that they will probably not do anything since it doesn't involve the interior bottom surface of the pot. I never received the e-mail she was going to send. I thought that this GreenPan was a good product, apparently not so.Desired Settlement: They should request that I return this pot and they need to get another good one out to me.

Business

Response:

Per our conversation this morning I am sending you my response to [redacted] 's complaint.

[redacted] contacted us on 10/**/2013 and spoke to me, regarding one of our products he purchased through

Amazon a few months prior. He also stated that the pan had a chip inside that was approximately 1/16th of an inch in size and he was concerned that it would continue chipping. I asked him if arrived this way from the retailer (deeming it defective)or if the chip happened over time.

He stated - that it did not arrive with a chip. I then asked him what type of oil/utensils he was using to try to determine

the cause of the chipping. I then tried to reassure him that GreenPan products do not contain any chemicals that are harmful

to your health and will never do so. Also the chip would not affect the performance nor the safety of the pan. I explain what the lifetime warranty covers manufacturers defect, and the loss of the non stick properties of the pan. He began yelling, and I proceeded to inform him what the process was for filing a claim, however, he kept talking over me. I told him a claim form could be sent I would need images of the pan. Being that we are a green company we prefer images versus sending us the pan.

He then began using bad language which advanced to more yelling, I asked him to refrain from using such language and that I would not be able to further assist him if he did not refrain from doing so. He kept yelling that the pan was chipped and that we need to honor the warranty. I asked him for his address or email add ress so that I can proceed with his claim there

was more yelling and swearing then the phone was disconnected. He gave me an email address but it was difficult to make out d ue to the yelling.

In conclusion, I would like nothing more than to assist this customer under the company policy. This issue could have been resolved had a valid email been given to me . I could have proceeded with sending him a claim form and the warranty

information. As with any company,we have a procedure in place for warranty claims,and it must be followed in order to maintai n the integrity of our system . If you can advise of [redacted] email or mailing address I would be happy to help resolve the claim for him in the manner in which I am required to do so.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Yes there was some yelling, I don't have the patience to listen to someone telling me that they only warranty the non-stick bottom surface and that chipping will not negatively affect the pot. That is a very poor response, when their warranty info (attached below) that came with the pot indicates a 2 year period for defects due to faulty materials and/or manufacture. I have also attached a photo of the chipped missing coating. As info, I did adequately supply my e-mail address and home address in our conversation. If their warranty only addresses the non-stick issues, then filling out any kind of warranty form on my issue is a complete waste of time. Again, the complete coating surface should be included in the warranty. Now I have a pot that has an small aluminum surface showing that will only get bigger as time goes on. I don't cook with any aluminum cookware for it is said to cause problems including Alzheimer's.

Note:

." [redacted] Report on Findings for the Federal Trade Comm. In Docet Case No. [redacted] Washington, D.C. Note: The sale of aluminum cookware is prohibited in Germany, France, Belgium, Gr. Britain Switzerland, Hungary and Brazil.

Sincerely,