Meyer Corporation

The following information was requested in the merchants response to the complaint but no email address was given to respondI will return the item at their request using the prepaid labelI would like to leave the issue open until that process is completePlease forward to the merchant:How long have you owned your cookware? Purchased 9/Did the condition of your cookware occur gradually or during one time use? I only began to notice the issue when I switched from a gas cooktop to a flat glass oneI noticed it the first time I used it on the glass topDo you use your pan in the oven? If so, what temperature setting(s) do you use? Pan has never been used in the ovenIs your pan subjected to extreme temperature changes, i.efrom a hot active burner to a cool granite countertop? No, I do not have graniteDo you handwash your pan, use an automatic dishwasher, or both? Handwash, this pan will not fit in my dishwasher Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Excellent customer service once I was able to speak with someone [redacted] Corp.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Our company, Meyer Corporation (Meyer is our parent company) services and distributes Farberware(r) cookware, bakeware and stovetop teakettlesTo learn more about us, please visit our site at www.farberwarecookware .comOn the other hand, Lifetime Brands, Incservices Farberware(r) kitchen tools and gadgets, including cutleryTo learn more about them and what they make, please visit their website at www.lifetimebrands .com Farberware(r) Aluminum Clad cookware manufactured before January 1, had a five-year warranty and has since expiredFarberware(r) Aluminum Clad cookware manufactured after January 1, may have a lifetime limited warrantyThe two digit code found in the center of the pot or pan determines whether the cookware has a five-year or lifetime limited warrantyBased on Ms [redacted] complaint, the code on the bottom of her saucepan suggests it had a five year warranty which has expiredNonetheless, as a customer courtesy, we have ordered a new, Farberware(r) Classic qt saucepan which she can expect to receive within two to three weeks This concludes our investigation of this matter and our file is now closedThank you for allowing us the opportunity to address this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) All of the original paperwork sas Life Time WarrantyIt is not clear anymore what Faberware "Life Time Warranty" means...The response even notes after "may have a Lifetime Warranty, but clearly the literature in the box sas "Lifetime Warranty"It is a shame I had to go thru all these hours of mine trying to get what should have been honored right awayI thank Revdex.com for intervening as it is clear that my "Lifetime Warranty" would not have been honored without you Revdex.com

We are in receipt of *** *** complaint and have reviewed his underlying warranty claim, reference no.: ***
Our inspectors
determined that his griddle's lifetime warranty was voided as a result of misuse and/or abuse stemming from its exposure to continued overheating
and grease
buildup
Attached for the bureau's reference are the photos submitted by *** ***Based on the information submitted, we affirm
the findings of our inspectors' denial of his claim
Our file is now closedPlease do not hesitate to contact us should the bureau have any questions or concerns
SEE ATTACHMENTS

Hello!
The company did contact me and they agreed to send a replacement pan, and advised on how to avoid the problem in the futureI am very satisfied with the response
Thank you

We are in receipt of Ms*** complaint and have reviewed her warranty claim, reference no.: #***
We spoke to Ms*** regarding the warranty determination originally made on her claim for a 2qtsaucepan, which we confirm does not carry a Lifetime WarrantyWe provided a
background to the Farberware brand and a business change from the mid-1990’s that impacted some warranties on older Farberware cookware, including her saucepanWe apologized for the confusion and as a customer-courtesy, we extended a replacement saucepan, which she graciously accepted along with a bonus item
The replacement product has been ordered to which she can expect to receive within 7-business daysOur file has been updated with this latest development and is now considered resolvedPlease do not hesitate to contact us should the bureau have any questions or concerns

We have reviewed Mr*** complaint.So that we can inspect his cookware and pursuant to his request, attached is a prepaid UPS label for return of Mr*** pan to us for our reviewWe ask only that he package the pan (without the lid) and drop it off at his nearest UPS location. For
a list of UPS locations in his area, he can visit ***.In the meantime, we ask that Mr*** respond to the questions below:How long have you owned your cookware?Did the condition of your cookware occur gradually or during one time use? If the latter, then please answer the questions below: aWhat date did the incident occur? bWhat were you cooking on the date of the incident? cWhat temperature setting(s) did you used while cooking?Do you use your pan in the oven? If so, what temperature setting(s) do you use?Is your pan subjected to extreme temperature changes, i.efrom a hot active burner to a cool granite countertop?Do you handwash your pan, use an automatic dishwasher, or both?

Complaint: ***I am rejecting this response because:
There was no misuse and/or abuse stemming from its exposure to continued overheatingThe griddle was used in HOUSEHOLD USE ONLY using MEDIUM HEATGrease buildup should not have occurred because the product is supposed to be NON-STICKThe non-stick surface on this product is INFERIOR!
Further, this product is supposed to have a "Hassle-Free Lifetime Guarantee" as advertised here: *** Meyer has not honored their warranty and has created an enormous hassle for me! The warranty states, "guaranteed to be free from defects in materials and workmanship under household use for the lifetime of the cookware." THIS PRODUCT WAS USED IN HOUSEHOLD USE!!!
If Meyer refuses to honor their warranty and resolve this matter in short order through the Revdex.com, I will file an additional complaint with the Attorney General.Sincerely,*** ***

We are sorry for the inconvenience *** *** had with his nonstick panMeyer Corporation’s rigorous testing on all its cookware and non-stick coatings are well above industry standard.The information enclosed with all lifetime warrantied *** cookware, including the *** Advanced cookware line,
states:“This warranty does not cover damage caused by accident, misuse, abuse, commercial use or wear and tearScratches, stains, discoloration or damage from overheating are not covered by this warrantyIncidental or consequential damages are not covered by this warrantyThe lifetime warranty specifically excludes damage caused by overheating and using sharp utensils.” Our inspectors determined that the severe discoloration of *** ***’s skillet, as noted in the photos provided with his claim and now, submitted with our response, was indicative of overheatingOur testing shows that repetitive use of high heat deteriorates the nonstick coating, resulting in the type of condition exhibited in his panOverheating also accelerates wearing of the nonstick coating, resulting in flaking.Based on the above, we reaffirm the decision of our inspectors; however, we will replace *** ***'s pan as a one-time customer courtesy. Please do not hesitate to contact us should you have any questions or concernsThank you for allowing us to assist you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   Excellent customer service once I was able to speak with someone [redacted] Corp.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
Sometime around October 3, 2014, we received Ms. [redacted]' Rachael Ray(r) porcelain nonstick cookware set accompanied with her signed letter stating that "the interior of the pots apparently are not scratch resistant," and that "the orange color...

releases with each wash on every hand towel that I have." For your reference, please find attached a copy of Ms. Obrians' letter, along with photos of her cookware and copies of the Rachael Ray(r) cookware Use and Care information and Lifetime Limited Warranty.
The Use & Care information accompanied with all Rachael Ray(r) cookware states in pertinent part:
o "Some cookware materials are NOT dishwasher safe. Placing these types of cookware in the dishwasher will result in discoloration of your pans due to high water temperature and harsh detergents... The following types of cookware materials are NOT dishwasher safe. Using them in the dishwasher will void your entire warranty: Porcelain Enamel-Exterior cookware (Emphasis in original."
Also, the Rachael Ray(r) Lifetime Limited Warranty expressly states:
o "Scratches, stains, discoloration, damage from overheating or damage from use of automatic dishwasher are not covered by this guarantee."

Our Warranty Returns inspectors carefully examined each piece from Ms. [redacted]' set. Based on the condition of her cookware, we reaffirm our inspectors' determination that the Rachael Ray(r) Lifetime Limited Warranty was voided as a result of misuse and/or abuse resulting from automatic dishwasher use.
This concludes our review of this complaint. Please do not hesitate to contact us should you have any questions or concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, an automatic dishwasher was never used with this cookware, it was always hand washed. We don't even own a dishwasher. In addition, we use non-harsh detergents and non-stick utensils. For these reasons, the defects in the cookware set are obvious faults in manufacturing-along with the fact that so many other consumers have experienced the same issues.
I would appreciate the replacement of my cookeware set.
Final Business Response /* (4000, 9, 2015/07/24) */
As we stated in our July 7th response, we have concluded our review of this complaint. Please do not hesitate to contact us should you have any questions or concerns.
Final Consumer Response /* (4200, 16, 2015/08/27) */
I can't comprehend how the manufacturer of this defective cookware can accuse me of voiding the warranty due to dishwasher use, when I don't own a dishwasher, and the pots and pans have only been hand washed.
To obtain warranty serivice, you can't even reach a human,you are given an address to mail the defective dishes to, which cost me around $40 to ship per their tracking instructions. Of course, I'm out that money, as well as over $100 that I paid for the set.
Other consumers have the same complaints, but have had their cookware sets replaced. This sounds like discrimination.
The company states the complaint has been concluded...but I don't feel it has been resolved.

Initial Business Response /* (1000, 5, 2016/01/25) */
Our company, Meyer Corporation (Meyer is our parent company) services and distributes Farberware(r) cookware, bakeware and stovetop teakettles. To learn more about us, please visit our site at www.farberwarecookware .com. On the other hand,...

Lifetime Brands, Inc. services Farberware(r) kitchen tools and gadgets, including cutlery. To learn more about them and what they make, please visit their website at www.lifetimebrands .com.

Farberware(r) Aluminum Clad cookware manufactured before January 1, 1986 had a five-year warranty and has since expired. Farberware(r) Aluminum Clad cookware manufactured after January 1, 1986 may have a lifetime limited warranty. The two digit code found in the center of the pot or pan determines whether the cookware has a five-year or lifetime limited warranty. Based on Ms. [redacted] complaint, the code on the bottom of her saucepan suggests it had a five year warranty which has expired. Nonetheless, as a customer courtesy, we have ordered a new, Farberware(r) Classic 1 qt saucepan which she can expect to receive within two to three weeks.
This concludes our investigation of this matter and our file is now closed. Thank you for allowing us the opportunity to address this matter.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All of the original paperwork sas Life Time Warranty. It is not clear anymore what Faberware "Life Time Warranty" means...The response even notes after 1986 "may have a Lifetime Warranty, but clearly the literature in the box sas "Lifetime Warranty". It is a shame I had to go thru all these hours of mine trying to get what should have been honored right away. I thank Revdex.com for intervening as it is clear that my "Lifetime Warranty" would not have been honored without you Revdex.com.

The following information was requested in the merchants response to the complaint but no email address was given to respond. I will return the item at their request using the prepaid label. I would like to leave the issue open until that process is complete. Please forward to the merchant:1. How long have you owned your cookware? Purchased 9/20142. Did the condition of your cookware occur gradually or during one time use? I only began to notice the issue when I switched from a gas cooktop to a flat glass one. I noticed it the first time I used it on the glass top.3. Do you use your pan in the oven? If so, what temperature setting(s) do you use? Pan has never been used in the oven4. Is your pan subjected to extreme temperature changes, i.e. from a hot active burner to a cool granite countertop? No, I do not have granite5. Do you handwash your pan, use an automatic dishwasher, or both? Handwash, this pan will not fit in my dishwasher
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
Sometime around June 25, 2015, we received Ms. [redacted]'s [redacted](r) Everyday nonstick 5 qt sauté pan, along with her signed letter claiming that her pan "... began to peel almost immediately after purchase," and that "... this dish was not put...

in the dishwasher nor was cooking spray used." For your reference, please find attached a copy of Ms. [redacted]'s letter, along with photos of her cookware in the condition it was received.
The Use & Care information accompanied with all [redacted](r) cookware states in pertinent part:
o "Do not use metal or sharp-edged utensils in nonstick pans. Metal utensils will scratch both stainless steel and nonstick surfaces. Scratches and peeling due to metal utensil use is not covered under warranty;" and
o "Use low to medium heat only. Excessive use of high heat will cause pan warping and permanent nonstick coating damage. Use of high heat and resulting nonstick damage is not covered under your warranty."
Also, the [redacted](r) Lifetime Limited Warranty expressly states:
o "Scratches, stains, discoloration, damage from overheating or damage from use of automatic dishwasher are not covered by this guarantee."
For ease of the Bureau's reference, attached are copies of the [redacted] (r) cookware Lifetime Limited Warranty and Use & Care information.

Our Warranty Returns inspectors carefully examined Ms. [redacted]'s sauté pan. Based on the condition of her cookware, we reaffirm our inspectors' determination that the [redacted](r) Lifetime Limited Warranty was voided as a result of misuse and/or abuse resulting from over-heating and the use of sharp utensils against the nonstick cooking surface.
This concludes our review of this complaint. Please do not hesitate to contact us should you have any questions or concerns.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I reported the peeling as it happened immediately. If I "misused" the dishes, then why are none of the other 7 pieces that I own damaged? I use them just as much. I don't "misuse/abuse" anything in my house, so I resent that accusation. The bottom line is they should stand by their product. It's not like I'm asking them to replace the entire set. I just want my pan. Perhaps they should also speak with the representative that instructed me to still send the pan after an extended conversation and very accurate description of what happened. This is unacceptable.

Initial Business Response /* (1000, 5, 2015/06/22) */
We received Revdex.com Complaint Case #XXXXXXXX re [redacted] and her Circulon(r) 12" skillet. We apologized for the experience she had with our new, online warranty claim form and she agreed to e-mail photos of her skillet for our review. Pursuant to...

Circulon's(r) lifetime warranty, we ordered Ms. [redacted] a replacement skillet.

This concludes our investigation of this matter. Please do not hesitate to contact us should you have any questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolved. Thank you!

Initial Business Response /* (1000, 19, 2015/11/04) */
This consumer could not provide photos of the subject pan, as she claims she has no internet access and is unable to transmit photos via cell phone. As an alternative and in order to provide us with an opportunity to inspect her pan, the...

consumer agreed to send it to us via UPS. We finally received her pan last week and are in the process of reviewing it, along with her statement
Initial Consumer Rebuttal /* (2000, 25, 2015/11/10) */
Consumer called to say Meyer is going to replace her skillet - resolved. She does not have a computer to submit response.