Le Creuset of America

Recently I contacted customer service about missing knob, they responded quickly and sent me a replacement thank you !

I bought a dutch oven on Dec 22, 2019 for $328 from Le Creuset of America. The pot has some defects in the enamel and I have called the customer service number numerous times for the required authorized return form with no response. I have been on hold for over an hour at one time. I completed the customer service form to get someone to call me back or email back, this I have done 4 times. My email gets bounced back saying that their server is not set up to accept my email.
I called their headquarters this morning and was asked to hold and then promptly disconnected. I am at a complete loss.

So during Christmas my mother gifted me a ton of lovely items from Le creuset in meringue. Unfortunately nothing was the right size and I wanted to return the items for store credit. I tried emailing the company with the order number but no one responded to me. I contacted the store in chicago where they said they would accept the return but they would only refund me based on their current value. They had a sale going on so they would only refund me 70% of what I paid. Even though I had a receipt. Completely low class if you ask me. Anyway the lady was nice and encouraged me to return online. She did express that returning online was a nightmare because Le creuset rarely responded. I tried none the less. And never received a response. Not only that I never had a packing slip added to my package so I cannot even properly return them. Mind you all my products are unused and unopened. I was so prepared to spend my refunded store credit AND more. This has been my first experience with the store too. It had always been my dream to own Le creuset products because I heard wonderful things about their warranties and customer service. Yet I cannot be given the time of day for UNUSED AND UNOPENED PRODUCT! I’m so sad about this and will be telling everyone to steer clear of this company. Not only that, I had to pay for a ton of gas to drive back and forth TWICE (each drive is a 45 minute drive) because the lady told me I had to return everything then repurchase it if I even wanted a refund. Never in my life I heard of such nonsense. I have years of retail experience myself. Do not recommend this company, hopefully I’m finally heard by them through here.

Also when my mom first ordered she later told me she didn’t receive a confirmation email, and they didn’t ship her order until 3 weeks later. I think it’s sad she had to spend so much money and they couldn’t even bother to send her an email, or tracking info. BUT they had no problem taking her money.

I placed an order online with Le Creuset, however, I never received the order, and I tried to contact them several times using the phone number they have online, couldn't reach them at all. The line is always busy. I want the refund back of the undelivered item.

My defective Mini Round Cocotte fell apart in just a few uses. I had submitted a warranty claim number request in November 2019. After a longer than usual wait, I received a response on 12/7/2019. I answered the questions and forwarded the requested photographs on 12/9/2019, but I never heard back. I then followed up with the same customer service rep again on 12/18/2019 and still have not yet heard back. I called the warranty and the customer service numbers on the website multiple times over the past 3 months but they all play the same recordings that say that there are too many calls and to send an email. I sent another follow up to that email address on December 31st and have not yet heard back. I have called and waited on hold and nobody ever picks up on any of the numbers.

I placed a warranty order/return merchandise authorization for my Dutch Oven on July 1, 2019. Once I sent in my Dutch Oven for inspection, I was contacted on July 23, 2019 and was assured that the product would be replaced once I sent in a check for $122.50. I had not heard from the warranty department at all, and decided to give them a call in August to see what was going on. I was told by the representative that I would be contacted via phone call and email to confirm the whereabouts of the replacement and my check. On August 22, 2019, my check was cashed in and I received no further details via phone or email. On November 19, 2019, I contacted the Le Cruset warranty department again to follow up. The representative was confused as to why the case had been opened since July, consulted with a supervisor and cleared up the situation. We once again, picked a color, despite it having been written on the check and were informed that the dutch oven replacement would be on our doorstep in 5 days due to expedited shipping. December 4, 2019 passes, I call once again to confirm the merchandise authorization for the replacement, as it was not replaced yet. They informed us that the color we had picked was no longer in stock and that we would have to pick another. We were not contacted or informed about this situation and expressed our frustration. I also sent up a follow up email on the same day to the representative that we spoke with last and received no response. Whilst on the phone, we picked a different color, asked for a tracking number, which was then denied because it “was from a different department”. It is currently January 10, 2020. We have not received the replacement and we have not heard back from Le Cruset warranty department since.

I purchased a five piece baking set for a Christmas gift. The box arrived with four of the five pieces broken and smashed. I called to file a complaint and request replacement. I was told I would receive emails and they would ask for pictures, which I have.

Whenever I call, I am put on endless holes. The most recent being 32 minutes. A complete lack of respect and disregard for customers time.

I did not receive any emails requesting pictures, I have never been able to get anybody to answer the phone since that first time, I have sent emails that have gone on answered. I found out today that a new order was shipped without any notification to me. I had updated Le Creuset with my new address as I have moved however they delivered it to my old address. Unfortunately when the new owners arrived back from their travel they discovered an empty box as the set had been stolen.

I would like to resolve this by having the four pieces replaced and shipped to my daughter in law. Beyond that I will never purchase from this company again.

To sit and listen for 30 minutes to how important I am as a customer and how they are simply overwhelmed with holiday orders, is beyond insulting not to mention we are past the holiday season.

It seems that the only way anybody gets an answer from this company is by filing a complaint here so that is what I have done as a last resort.

I placed an order with Le Cresuet 12/20/2019. I only received partial of my order. I have emailed them 4 times and no response. I have also called their customer service number several times and no one answers the phone. I would like to receive my order or be refunded my $120.00+ they have charged me for.

I purchased a few items from Le Creuset website but decided to buy a different model from my local Le Creuset store. So I ended up returning my online order by refusing the delivery (before even opening the package) through FedEx so it was sent back to their warehouse. I did confirm this option with their customer service and they said I can refuse the package and get a refund quickly. They received the refused package on Dec 4 and to date more than 26 days past and they have not refunded me. I have called more than 5 times and each time I give them the reference number and they open a new one and keep telling me I will see it in a few days but it never happens.

On August 28, 2019 I contacted Le Creuset's warranty department. I spoke to *** and told them her my dutch oven enamel was chipped. I was told by her that it is warrantied for replacement, and that I should mail it to Le Creuset in South Carolina, which I did on August 29, 2019. On September 2, 2019 I again reached out to *** at Le Creuset, and received a response email on September 11, 2019 who told me my replacement had been ordered and was processing. On October 18, 2019 I again emailed *** .who responded that same day and told me the colors available were white or red. I told her either color was acceptable with me. On November 14, 2019 I again contacted Le Creuset to tell them I had not received my replacement dutch oven. They said they were working to resolve my case. Today, December 16, 2019 I repeatedly called and emailed Le Creuset, and have not had my call answered or emails answered. I have still not received my replacement dutch oven, now, after nearly 4 months of inquiries. I WANT MY REPLACEMENT OR A VOUCHER TO REPLACE MY DUTCH OVEN AT A LOCAL RETAILER!

Aug. 21, 2019- I placed order #***, for a tall Dutch oven #***, at 12.75” tall. I received the wrong Dutch oven at 5.5” tall.
Aug. 30- I contacted *** and sent her photos (with tape measure) showing her it was the wrong Dutch oven.
Sept. 4- received a Return Merchandise Authorization number ***, and was told to return the incorrect product via Post Office.
Sept. 6- I returned the incorrect Dutch oven, spending $30.35 on shipping. I emailed *** to give her the tracking number, and reminding her I wanted my return shipping charges refunded.
Sept. 13- I received an email from *** asking which Dutch oven I would like. I responded that I wanted the one I ordered, #***, and I wanted the $30.35 shipping reimbursed.
Sept. 24- *** said they never reimburse return shipping, and will just send the new pot
Sept. 25- I explained that I understood NORMAL warranty issues, but this is not a warranty issue, it is your company’s mistake. *** said she would look into it.
Oct. 16- I sent another email to *** inquiring as to when to expect my Dutch oven, and the reimbursement for shipping. I never heard from *** again.
Nov. 7- I called customer service because I had not heard a thing, nor received my Dutch oven. I left a message, and recording said someone would contact me in a day.
Nov. 11- since no one called me back in a week, I sent a detailed email describing the issue.
Nov. 19- no email, no phone call, no reimbursement, no Dutch oven. I left another detailed email, then decided to contact you for help.

I placed an order with Le Creuset online very early in the morning to be able to purchase a star wars themed item. I made my order online, it was confirmed, and I got an email following the immediate placement of the order. A week goes by and I get no update on the order or that there were inventory issues. I call the customer service line, and after 15 minutes waiting on hold, the customer service representative was aloof, unhelpful, and and told me that one of my items was out of stock and that I would not receive a refund for it until the other item shipped. I asked to speak with a manager to clarify how this could happen and unfortunately for me she was much more aggressive and unhelpful than the first gentleman. She told me that it was a glitch in the system, and they were going to be calling EACH customer THAT DAY to let them know of the inventory shortage. What timing on their so-called plan that I happened to call that day....I asked her if there was anything I could do and she told me the only way to get the item I missed out on (yet have confirmation for and paid in full) is by going to the outlet stores and "finding one yourself". She also said she could cancel my shipment all together. Very unprofessional, frazzled perhaps. After all of this happened, I reached out to Le Crueset on social media. Unsurprisingly, they responded to my public post and also sent me a direct message saying that they would like to have my order information to look into it. I sent them one back immediately with all my information, and they stated someone would be in contact with me THAT DAY. It has now been almost 3, and I never heard back.

During this time after speaking with the first representative and hearing that I wont be receiving one of my items, I got TWO emails (one was literally the exact same email I got when I first placed the order over a week ago) and the other said I might have already received my order. I haven't received it yet, and I also was sent confirmation AGAIN that I my order is complete. That's multiple people AND now emails that have told me conflicting stories. This is unacceptable for any company, let alone one that sells high priced items.

Trans US0321010668090719 on 09/07/2019
Visiting Le Creuset Outlet store and found items to our liking. Sales Associate *** was quite helpful and when completing our transaction was not able to generate a receipt after I signed for the charge. She tried again by reringing the transaction which I also signed. Finally was able to get "copy" receipt printed from another register. The next day I checked my credit card and found two transactions for the same amount of $232.72 and immediately contacted the card company to correct this overcharge error. Le Creuset has so far claimed that my dispute was invalid. This was a simple error by the sales associate but I shouldn't be charged twice for items I purchased.

The customer service is not reachable at all. I called them for a week but never be able to get any one. I emailed them for multiple times, never responded me back to follow up..

Hi Le Creuset,

I bought a 2.75Q round Dutch pot from *** on Jan 1st this year. I only used it for a few times less than 6 or 7 times because I don’t often cook at home. Last week, when I boiled water to make some soup with it, right after I poured water into the pot, I saw a tiny piece of gray pieces on the bottom of it. I thought it was some impurities from my water filter. However, I instantly found out it was from the enamel coating inside the pot. It’s chipped! I thought the enamel surface is durable enough to use the pot for a long time. I didn’t expect it can be so easily defected. Possessing a Le Creuset was my longtime dream and I finally bought it myself to enjoy my cooking, but it’s very disappointing! Please let me know what is a procedure if it can be under warranty or any possible to be repaired. I tried to call to contact one of your representatives for an entire week. I couldn’t get anyone. I wish your customer service is better than it.

Looking forward to hearing from you

Le Creuset has not returned my call as they promised for replacing a lid handle. Their local outlet store (Gilroy, CA) from which I bought refuses to help me.

I sent back a defective 5.5 dutch oven after speaking with a customer service agent and getting an appropriate authorization and case number on May 21, 2019. I was told I would hear from Le Creuset about the return and replacement within 2-4 weeks. The customer service agent was ***, and my return case was ***. I called Customer Service in July and spoke with ***, who told me they were in receipt of my dutch oven, but the CAS number had expired. She assured me she would ask the warehouse to locate my returned merchandise, and would contact me when it was found and they would issue a new CAS number to my case. I called Le Creuset and emailed them on September 12, 2019 and spoke with ***, who was quite short with me. She claims they have no record of ever receiving my dutch oven, they needed tracking information from the return (which has been discarded since I was told they were in receipt of the item) and then I was put on an endless hold loop for over 2 hours with no one answering my call or my email. The retail value of my 5.5 dutch oven is $350. I would like it returned to me, or I would like a replacement 5.5 quart round dutch oven. It has been 5 months, not 2-4 weeks, and it is impossible to get in touch with customer service.

I returned a buffet casserole I ordered to exchange it for a different color (cerise red). After a lengthy wait on the phone to organize the exchange and three follow up emails to the customer service rep that I dealt with to see what had happened, I still haven't heard anything. The pan arrived well over a month ago, and they told me the turnaround time would be two weeks. For a company with such a great reputation and expensive products, the customer service has been terrible.

I returned a defective Le Creuset pot on December 3, 2018. I called 12/31, 1/14, 1/24, 1/28, 1/11, 1/12/2019 and 1/13/2019 to find out the status of my replacement. I have also submitted my concerns via the online form with no response. I have received excuse after excuse from the CSRs on the phone but no pot. During the 12/31 call, I was told the replacement had been approved and should ship shortly. In subsequent calls, I was told that my color was not in stock, so I choose a different color (I had to do this twice - apparently this first CSR I updated the color with did not save the new information. I have been given the run around on every call with hold times averaging 20 minutes. I am never allowed to speak with a supervisor although I ask.

I received this as a gift in early December and wanted to exchange my order with a different size in color.

I called their customer service line multiple times over the span of two weeks in December, and was never able to get in touch with someone live. My voicemails to their customer service line went unanswered. I even tried googling their customer service email and reached out there with no response.

I finally reached someone after trying different options on their phone tree. I talked to the support rep at length about the circumstances of my order, as well as the fact the item was unopened. They processed an RMA for me, and I immediately returned the product with the RMA and a check for the difference on the exchange.

Per the tracking, Le Creuset received my return on 12/24/18 and they cashed my exchange check in early January. It's been over a month and they still have not shipped my exchange.

I actually emailed customer service last week and they said my order would "ship soon"; I have doubts my order would have been acknowledged at all if I had not followed up.

I requested to change the color of my exchange item, which should not be an issue as they clearly have not made any progress on shipping my exchange. The rep told it was not allowed as the color I wanted was not available for a warranty return. There is NOTHING on the website that lists restriction on colors for exchanges (mind you this was a gift exchange for an item that was never opened). I followed up with the support rep and she never responded to me again.

This debacle has been going on for over two months now and has been a horrible experience, both for me and the person who purchased this as a gift for me.

After Le Creuset placed a duplicate order and charged me twice, I refused the second package and the return reached the facility. After reaching out to the business over ten times via phone and email, the business still has not reconciled the double charge of $218 ($436 total).