Princess House, Inc.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
***l ***

The Princess House Quality & Returns Department received *** *** items from our Culinario Series Cookware line: #10"-nonstick pan, #13" Griddle and #13" Griddle. This team inspected the pans and found they were not defective. They attempted to call the
customer times, and left messages. When they received no response, they returned the customer's product and included a letter saying the issues of the product(s) were not due to manufacturing defects, and were therefore, not eligible to be replaced at no charge. However, they relayed that they could offer her a half price replacement for the pans. While the warranty for this product is a lifetime warranty, it only applies if the product is found defective in material, construction or workmanship when the product is used in domestic household use and in accordance with the care and use instructions that were provided. I’m attaching a copy of the Care and Use the customer receivedThe inspection by Princess House’s Quality and Returns team showed clear misuse of the product, most likely cause by the customer using high heat. For this reason, Princess House cannot replace the product or provide a refund. Sincerely*** ***Director, Legal & CompliancePRINCESS HOUSE INC.*** *** *** ***
*** ** ***

A Princess House's Customer Service Representative was able to connect with Ms*** and the Princess House Sales Consultant Ms*** via a conference call to work out a solution whereby the $will be refunded to Ms***. Ms*** will send the $to Princess House and
Princess House will mail the $check direct to Ms***. Both Ms*** and Ms*** have agreed in writing that this is an acceptable solution to the situation. Princess House will monitor this situation to make sure this refund happens.Thank you*** ***Princess House IncDirector, Legal & ComplianceTel: ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** (***)

April 6, 2016Princess House’s Director of Customer Satisfaction has personally reached out to Mr*** on several occasions to apologize to him. We have also provided a credit for the order in question and have also cleared any balance due the Company. I believe this matter has now
been taken care of to the satisfaction of Mr***.Sincerely*** ***Director, Human Resources & Legal

On Wednesday, November 23rd, Princess House's Customer Service team reached out to Ms. [redacted] to apologize for the inconvenience and we also processed a replacement for the single glass as requested.  I believe the customer's issue has now been resolved.Thank you[redacted]Princess...

House Inc.Legal Department

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[Fist off I have not received messages or calls from the business to have my issue resolved. I was never told of any restrictions when it came to submitting a request to have my product replaced. The product was sold to me with the belief that it could be replaced for any reason. When you buy a product you believe what they are selling you is the truth. I feel I was mislead/ misinformed when buying these pots and it is not right. Again the only way to resolve this is issue is by replacing my pots or refunding me the money I paid because I was lied to by your company.
Regards,
[redacted]

A Princess House Customer Service Rep has been able to reach out to Ms. [redacted] to discuss her complaint.  Princess House has decided to refund her the full purchase price as she requested.  Pursuant to her claim, we have clarified that the item she purchased is not defective as it...

was not a product containing a non-stick surface, nor is it marketed as having a non-stick surface.Thank you[redacted]Director, Legal & CompliancePrincess House Inc.

Princess House's rebuttal response is as follows:The Company's Warranty language clearly states that our warranty excludes damage cause by accident, misuse, or abuse, including overheating. It is the consumer’s responsibility to review all Care & Use Instructions provided upon purchase.  The physical inspection of the product by our Quality and Returns Department showed high heat was used on this product.  The Company stands by its decision not to replace or refund the purchase price of the product as the condition of these items was not caused by a manufacturing defect. [redacted], Director, Legal & CompliancePRINCESS HOUSE INC.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[ This company is horrible For you to say I misused my pots and pans. The only thing I did was use them I have a family and cook 7 days a week there never any misuse. When I purchased my product I was told they can be replaced and that is was lifetime,never was I told about any restrictions. Nor was it told that I couldn’t use them my way it’s ridiculous that you say I caused this. For you to say it’s due to high heat as if I don’t know what I’m doing, I have been cooking for over 10 years. Again this is ridiculous and my products need to be replaced, again I was told by many people that they could be and that is why I purchased them. I’m also shocked of how horrible your service has been. The only way to resolve once again is to replace my product which I prefer if not then a full refund for what I paid. It is not right to mislead customers and then do nothing to make it right. If you cannot assist me then I would prefer to deal with someone above you.]
Regards,
[redacted]

This message will confirm that Princess House Customer Service has reached out to the customer and confirmed that Princess House will credit the amount she paid for the Fantasia Fresh 3-qt Storage container, to her credit card, for the week ending July 14, 2017.  We apologize for the...

inconvenience this matter has caused the consumer. I do want to point out to the consumer, that Princess House products are no longer limited to crystal products as we have greatly enhanced our product line to include stainless steel cookware, storage containers (made of plastic and/or glass), dinnerware, cutlery, décor etc. Thank you[redacted]Princess House Inc.470 Myles Standish Blvd.Taunton, MA 02780