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Nice looking but scrapes easily (To be continued)
on October 4, 2014
My wife and I bought ourselves this set for our anniversary (you know you're getting old when you anniversary present to each other is cookware - but what can I say?) My son, who is an executive chef, looked at the options we selected and said this one - or a ceramic one we were looking at - would be our best choice. Since this had more pieces and the flat griddle, we went with it.
- Order arrived on time
- Seller experience was fine
- Really nice looking cookware
- Very non stick (after all these years of old cookware, it's hard to believe that "non-stick" really doesn't stick!)
- Even heat distribution of the pans using a system that's really cool (Hmm, that might be a wrong word for "heating" but I'm sure you understand)
- There's a red dot on each pan (or pot) and when it gets to a solid color, it's an indicator that the pan is ready. (We have a little trouble actually discerning when that happens due to aging eyes - but the concept is pretty good and I can't fault them because my eyesight isn't what it used to be. Jeeze! I am really sounding old, aren't I? Trust me, I'm not ancient.)
So, the only complaint so far is a big one, and we're waiting to see how that shakes out.
In a nutshell, the 7" pan is already losing its red paint on the bottom. It started to do so about 10 days after we got it. (The others are fine so far.) I didn't want to return the whole set to amazon (especially since we ditched our old stuff) so I called the customer service number. Yikes! that's when the fun started.
First of all, one of my pet peeves is east coast companies that forget there's an entire west coast out here. (Who knows, maybe you folks on the east coast have a similar complaint with some west coast companies.) So, not knowing this, I called them at 2:35 PT and found they were closed already. OK, no biggie, I'll call another time.
When I did, I had to wade through one of those annoying voice mail trees that has limited options but lots of information one does not need. I pressed the number for "cookware" and then finally the number for "warranty" and it said it would transfer me to an agent. Well, goody-goody, it takes me back to the main menu and makes me wade through that again. I repeat the same scenario and it does too. This happens three times until I finally get a rather unfriendly rep on the phone.
She wasn't rude, but you could tell she'd rather be doing something else. Who knows? Maybe she's on the other line trying to get her cookware returned? Anyway, I explain my frustration with the voice mail.
> crickets, tumbleweeds <
Since that didn't elicit anything, I explain the situation. She tells me exactly what the recording says, that I can send it in (at my expense) and they'll check to see if it's a warranty-covered repair. if so, they'll ship back a new one. If not, they'll return mine and give me a reason why they aren't replacing it. I reply that I knew that but mention, "This cookware is only a few weeks old. Are you telling me that on top of the cost I paid for it, I have to pay for shipping?"
She says if I can fax her the invoice, she'll decide if I need to pay for shipping.
"Fax?" says I. "I got rid of my fax machine about 10 years ago. Can't I just email you the receipt?"
"No, it has to be faxed."
Keep in mind that this is state of the art cookware (supposedly) and they don't have email?! (Maybe they should pull out their IBM selectric and type up a requisition or call someone on their rotary phone and place an order directly.) Anyhow, I take down the information and I tell her I'll find a fax machine and get it to her. However, as long as I'm sending that, I ask, "Would it help if I took a photo of the damage and sent that to you? That way, instead of us both shipping metal pots across the country, you could make a determination in advance and save us both time and money."
Uh, no, that's not happening either.
So, I have faxed the information. I shall await reply (by pony express I'm sure) and will update later.