Le Creuset of America

On May 5,2020, a *** was purchased from *** for $177.13. It was not as expected and a call to *** gave a case number of *** and a reference number ***. *** at ***.***@***.com sent directions to return the product for refund. That was May 22, 2020. The item was sent to *** at *** on May 23, 2020. Since that time, we have not received a refund nor communication. We have called 6 times with an average wait of 35 minutes with no connection to an agent. We have emailed Ms. 4 times with no response. We need help to get the refund.

I ordered 4 items from *** on July 2nd. I did not receive an email for my order until the next day, with the order number ***. I was sent an email that it had shipped on July 7th. It was predicted that my order would arrive July 9th, but nothing came. Checking the ***, it appears only the label has been created, and so it hasn't actually shipped as of today, July 27th. I have called multiple times and sent an email to no response.

Turns out, after waiting 13 business days (with regular shipping) they had two items that were out of stock! I asked why it hasn’t reflected on their website and they have me some BS excuse about it should by end of day due to new systems or that the warehouse has forgotten to do it.
After a nightmare of calling and waiting several times, I finally spoke to two people that were just mediocre in the customer service experience. Overall, here are some tips to guide you through a miserable online order with LC:
Prepare to have things be “out of stock” in your order (days after) even though it is not reflected on their website. Remember that it’s 7-10 business days, and due to the pandemic they could take up to 12-14 business days to prepare your shipment. Do what I did and pay an extra 20$ for 2 day business shipping or 30$ overnight shipping (trust me, it’ll be worth avoiding the stress of waiting and waiting to talk to customer service if it doesn’t come on time).
LC customer service is literally the worst experience... which is frustrating because LC is such a great product! I’m conflicted because I’m a loyal to the LC brand, yet they have so many incompetent people working over the phones there, and I’m thinking about switching brands. Also, if you’re going to call- call earlier in the day... or else you’re going to be waiting at least 30 mins.
They apparently have installed these “new” systems so expect your order number starting with a “2” or “0”. 0 is the new system and 2 is the old. This was also another reason why there was a problem with processing my order. The sequence of shipping status goes like this: CREATED > NEW > SHIPPED. If it goes to OPEN then there is a problem with your order so contact customer service ASAP.
All LC customer service employees are all working from home. This can disrupt your connection, their staff can be rude and unhelpful, and also had certain employees “accidentally” hang up on you (yes that had happened to me twice). Also, it is pointless to wait and speak to a manager, so be kind to them, LC is clearly having a staffing problem and do not care about customer service standards and it is not the front-line person’s fault... LC should take accountability in handling this business department in these pandemic times.
Don’t forget to get confirmation for cancelled orders (the first person I spoke to messed up and didn’t cancel my order then I had to call back 3 days later and made sure someone did—should be sent via email) and watch the “pending” section if you’re using a credit card! LC has had issues in the past with “double payments” so keep an eye on the “pending/pre authorized” and “posted” sections of your credit card statements online if possible.
All and all, I have had a HORRIBLE experience with LC but decided to go with their great product and great sale. It’s such a shame, because they are depending on the quality of their product to bring in profits as opposed to their quality of customer service and inconsistent inventory systems. LC needs to change their customer service training and standards and install a new inventory system that gets updated immediately and accurately. What I recommend before purchasing is call the customer service line, and directly ask them if they have certain products in-stock— they seem to know this bit of information and will let you know over the phone

I placed an order with Le Creuset online on 4/28/20 for $370.60 for a grill pan, a skillet and a grill brush (Order #***). Everything showed as in stock and available. I understood that there would be a delay of "up to10 days" in processing my order because of Covid-19. I received notification that the order was confirmed after providing my debit card information. After about three weeks of hearing nothing, and receiving nothing, I reached out to Le Creuset through its customer service line on 5/14/20. I spoke with ***, who told me that the skillet and grill brush was out of stock but that she would ship the grill and skillet within 5-7 days. *** opened customer service case # CAS ***. *** indicated that I would be refunded for the grill brush in 7-10 days. On 5/17/20 my bank was charged $370.60 for the full amount of the Le Crueset order despite being told that the grill brush was out of stock. On 5/26/20 I received the grill pan but nothing else. That same day I emailed *** at Le Creuset asking why only the grill pan shipped and not the skillet- no response. On 6/1/20 I reached out to Le Creuset and was directed to ***. I asked her about the status of the skillet which she could not answer as it appeared to be in stock. I asked her about returning the grill pan as I was losing confidence in Le Creuset to fully fulfill my order- no response. I reached out to *** again on 6/3/20 as to the status of the skillet. I finally received a response on 6/4/20 from *** stating that the skillet was also out of stock and that if I didn't want a different skillet, she would issue my refund. I called her back on 6/5/20 and waited on hold for 50 minutes. I told *** via email, and her colleague *** via phone that I had been charged $370.60 for all three items (skillet, grill pan and grill brush) but only received one item. Neither could respond as to why I was charged for items that they did not have in stock nor any intention to fulfill. I demanded an immediate refund for the items not received (over $210). Neither *** nor *** could provide a response as to issuance of a refund EVEN FOR ITEMS NOT FULFILLED. I contacted *** at Le Creuset on 6/8/20 after a 40+ minute hold in customer service. She again could not indicate why I was billed for items not being fulfilled and offered no help getting my money returned. I informed her that I already shipped back the grill pan earlier in the week and she told me that I would be refunded once the grill pan was received. She did not address the $210 that Le Creuset has had in its possession since 5/18/20 without shipping or having in stock the items I bought. I provided *** with the UPS tracking information and she never responded back. Per UPS, the grill pan was delivered to *** at Le Creuset on 6/11/20. I reached out again to *** on 6/15/20 to confirm her receipt of the grill pan and issuance of my full $370.60 refund. I received no response. I called today 6/19/20 and waited on hold for 25 minutes before deciding to file this complaint.

Defective product received 5/20. UPS confirmed tracking return to company dock 5/22. Le Creuset continues to refuse to issue refund and denies UPS signed confirmation. Their office does not respond.

This company is awful! They are posting items for a certain price then cancelling the orders. They are also taking money for the orders without refunding them. The customer service is awful and they’re not consistent with their level of service either.

RE: RMA #*** / On March 24, 2020 spoke to *** about a return for warranty on a broken (while baking) large oval baking dish with no lid. I was instructed to return the broken dish, paid $15 to ship it back and have not heard a word from the company regarding the replacement. Have not received a replacement. Sent an email to *** on May 7th re the issue - no reply. Called today 6-16-20 held for 1 hr and 25 minutes, which is ridiculous. No one answered. Sent another email to *** today...

I purchased an item online as a gift with free shipping. The recipient did not wish to keep as they were not thrilled with the design. I inquired about returning and was unable to get in contact with a person for over a week (3 emails, 3 calls, and 45 minutes on hold). Let me add, you have to contact customer service for return authorization, plus there is a 45 day window for returns- so time is sensitive. I've been ignored!

I live near 3 locations, however you are ONLY able to return via shipping yet the cost is out of your own pocket. I purchased a $300 cast iron wok.. so I'm not sure what shipping will look like yet, but the box is large and heavy. Looking at $20-40 on an item I'm not even keeping. This is not a $20 item I purchased from a cheap website, this is a $300 item whose "reputable company" would rather sell items than please customers.

This company, their policies, and their customer service are not the quality they claim they are and its definitely not worth the hassle. If this is how you treat your patrons, I will never put another dollar into your company. Le Creuset, you have lost a customer.

They charged me almost $300 for product that never shipped. There customer service is horrendous. No one answers the phone and emails are utterly ignored on their website. The product finally arrived weeks later and one item was never received and another damaged beyond repair due to incredibly poor packaging. After contacting them on Facebook, someone did email me and asked me to send a photo and I did so promptly on June 3rd. I also have a video of me opening the box since it was rattling and it sounded like there were broken pieces inside the box. I still have no reply or refund for missing/broken items. By far and away, this is the worst customer service I have ever had. They either do not care one wit about their customers or their leadership team is wildly incompetent.

One item from my order was never shipped. I have submitted two online tickets with no response, have connected with one agent who opened a claim for me a month ago that went nowhere, and I've since been on hold for hours trying to get in touch again. I should not have to put so much of my time into holding a company accountable for their order, especially Le Creuset. My order was placed on 4/25, it's now 6/11.

4/7: I placed an order (***) and received the items from my order broken.
4/10: I followed the process and took photos of the damage and requested a replacement
4/12: I received no reply so I followed up.
4/14: I called in and spoke with *** - told me they understood my issue, validated I had followed the process correctly and would send out a replacement.
4/23: I do not hear back from *** and chase her again
4/28: I receive another item but it's not the item that was damaged as per the photo - it's an item that was originally delivered successfully. I report this back to *** and provide her with the exact item number for the broken item.
5/4: I get an acknowledgement from *** of her error and will attempt to rectify it.
5/17: I do not hear from *** again so I call in. I explain the gross incompetence I've encountered so far from "premium brand" and I am assured by the agent that a new item is on its way to me.
6/09: No item or communication from Le Creuset of America - a full 2 months since I paid for the goods and entered into the contract with Le Creuset.

I ordered a "Heritage Oval Casserole" and "Rainbow Collection Mugs" (Set of Six) from Le Creuset's online retail website on May 7th. I did not receive any notifications about my order until I contacted customer service, and FINALLY got a response from DTC Manager; *** on May 27th. I was told that "The order is being processed for shipping and should ship within the next 1-3 business days by FedEx. You should get a tracking number once the order actually ships." It has been far beyond those 1-3 Business Days, and I have not received any notification, or any tracking number for my order at all. I tried contacting customer service again on: May 29th, with zero response, and again on June 1st, with no response. I am completely frustrated with this process.

I sent my le Creuset defective pot for the replacement for so long l go in February l spoke with customer service representative they promised to send the item and sent email but didn't get it recently I called and waited over 3 hours they told me they will ship the product never did

I returned 2 items back to Le Creuset. One of which was defective. A Braiser and a Frying pan. It was delivered back by UPS on May 1st. I have been calling and emailing them for a month. Either they don’t answer or I am on hold for hours and finally give up. The Case number is CAS- *** for the return.
Amount of refund should be $286.76 back on my card. But they are not responding. Really disappointed in their quality. A frying pan should not dent on falling on the rug while washing for the first time.

Horrible customer service. I placed an order on April 10 for several Le Creuset items including a dutch oven, skillet, casserole dish, baking dishes, and utensils. The skillet was never shipped, nor did I receive an email stating that it was out of stock. I had to call the company (waiting on hold over 2 hours each time...I tried 3 times until finally getting through) to find out why I was charged for an item that never shipped. She said they had no way of knowing the item was out of stock before charging the credit card. That was baffling to me. The baking dishes arrived shattered because of poor packaging. The dutch oven and casserole dish are very nice pieces. The customer service representative started a claim for each item (the skillet that was never sent and the baking dishes that were shattered), saying that I'd receive a refund within 7-14 business days. A month later, and no refund. I attempted to call again to inquire why there wasn't a refund, but yet again I was on hold for over two hours. I eventually hung up and contacted my credit card company. The credit card company very promptly filed a dispute and will be crediting my account. Very disappointed that there was no direct resolution from the company.

I ordered and received the goods. (order # ***
but I found that 2 items are broken and Scratched when I opened the box.
I called many times to customer service and sent an email attaching the pictures to them.
But no response so far.

I had ordered a Le Creuset signature skillet and handle (order number ***) for $187.41 in April 10, 2020. However, I received a dutch oven instead (fedex tracking number ***) that was shipped out on April 13. I received this shipment on April 16th. As this was not what I had ordered, I out to Le Creuset and spoke with their customer representative ***. I was assigned case number CAS-***. *** provided me with a return shipping label from UPS (***) and the incorrect item was promptly shipped out. Le Creuset received this shipment on April 22, 2020 at their Early Branch location, SC at 10:42 am and signed by a ***. However, to date, despite my numerous attempts to get a refund, I have put on endless hold, have not been able to get a customer service representative and have not received my refund. I request that Le Creuset promptly refunds me $187.41 as they never delivered me the items I had ordered and have already received their wrong order that was shipped out to me.

Love the product. I have stoneware, cast iron, serving dishes, roasters, ramekins, herb pots, you name it.
HATE the customer service. It's horrible and practically non-existent. Non-responsive to emails, generic auto-reply, always "experiencing high volumes" (how many months can you claim that without adjusting your business to accommodate?), excessive hold times (I quit after 3 attempts on hold longer than 30 minutes). Finally took to social media to lambaste them and that FINALLY got me a response - after almost a month of various issues (defect, damage in shipping due to poor packing, ~3 week delay to ship an order).
No one is empowered to do anything. It's almost as if they try to see if you'll give up out of frustration.
Save yourself the trouble and buy their goods at the Le Creuset store (if you have one) or from *** those companies know how to treat their customers and resolve issues.

This company makes great products, but do yourself a favor and never buy directly from them. They have the worst customer service policies around, it is impossible to cancel an order, and since they do not allow you to return online orders to stores, you have to pay out of pocket to return any products (defected or not). Lifetime warranty is also a bit ridiculous - if your product is damaged you need to pay to mail it to them, after which they determine whether or not the damage is covered by the warranty. Too inconvenient and costly to even bother.

If it were not for the fact that they have quality products, I would be giving Le Creuset only one star as opposed to two. That is how atrocious their customer service is.

I placed an order on their website in the beginning of January for three platters (16 inches, 14 inches, and 12 inches); the 16- and 14-inch platters were ordered as a set (i.e., one item number for these two platters). I received a package on January 10, but the package only contained the 16-inch platter and the tracking information I had been provided indicated that this was the only package that had been shipped. Since the package arrived late in the evening and it was a Friday, Le Creuset’s customer service was closed for the week, so I could not call them. Instead I emailed them through their website, expecting to hear a response early the following week. By the evening of January 14, I had not received a response to my email. Not wanting to sit on the issue, I called customer service to inquire about the missing platters. The woman I spoke with apologized for the issue, said that the 14- and 12-inch platters were in stock, and said that she would have them sent to me. On Saturday, January 18, I received a package that contained only a 12-inch platter (so now I have a 16- and a 12-inch platter). I called customer service again on Monday, January 20, explained the situation again, and inquired about the 14-inch platter I was still missing. The man I spoke with said that the 14-inch platter was in stock and that he would have one sent to me. On January 24, I received a third package (I actually had to pick this package up at a UPS Access Point quite a distance away from my home because the package required a signature [none of the others did] and a delivery was attempted the previous day when I was at work), which contained another 12-inch platter (so now I have a 16-inch platter and two 12-inch platters). I called customer service yet again to explain the situation and inquire about the missing 14-inch platter. The woman I spoke with said that the 14-inch platter was in stock and that she would have one sent to me. (I would also like to point out that for all three times that I called, I experienced extended wait times to speak with a representative because they were busy due to the “holiday season” [even though I was calling in middle and end of January].) On January 28, I received another package, which contained two 16-inch platters (so now I have three 16-inch platters and two 12-inch platters). At this point, I was quite frustrated and called customer service yet again to explain the situation and inquire about the 14-inch platter I was still missing. The woman I spoke with claimed that the 14-inch platter was no longer available and that I had been sent these duplicate platters as a way to make up for it. I told her that I found it odd that everyone else I had spoken to never indicated that this platter was no longer available and that the 14-inch platter was still available to order on Le Creuset’s website as part of the 16- and 14-inch platter set. She replied that there was an inventory mistake on the website in regards to that platter set and that she would be emailing the marketing department so that they could correct it. (All of this was a lie, which I will explain later.) I informed the woman that I never asked for these duplicate platters and, if I was not going to receive the 14-inch platter, I had overpaid because I was charged for an item that Le Creuset could not provide. She responded that, since the platter was part of a set, they could not issue a partial refund and snidely remarked that I could return all five platters to receive a full refund if I was not satisfied. I replied that I would return all the platters, so the next day I shipped them back. The tracking information for the return indicated that the platters were received by Le Creuset on January 31, and, by February 14, I still had not received a refund. I called customer service yet again to inquire about my refund. The woman I spoke with said that for some reason their system was indicating that they were still waiting to receive the return even though the tracking information indicated that Le Creuset received the package. She told me that she would put in for the refund to be issued. I have just received the refund on my credit card.

Going back to the woman I spoke with on January 28, I know that she lied to me because, several days later, I noticed that Le Creuset’s website still had all of the platters I had ordered listed as being in stock, even though the 14-inch one was supposedly no longer available. I decided to order all three platters again, and, several days later, I received all of them, including the elusive, “unavailable” 14-inch platter.

If you want Le Creuset products, my recommendation would be to purchase them from a third-party retailer. Otherwise, if you run into any issues, you will need to deal with their customer service representatives, who are incompetent and liars, and if you return anything, apparently you will need to call to inquire about your refund before one is issued.