Scanpan USA - Company Did Not Honor Their Advertised Guaranty
11" Pro Covered Saute Pan - Complaint
RANCHO DOMINGUEZ, NEW YORK -- I own 2 non-stick saute pans manufactured by Acanpan that were defective.
On 11/15/12 I called Scanpan to inquire about ordering new pans, describing the issues I was having with mine. Unaware of Scanpan's lifetime warranty, I was happy the representative - named Allen told me about it. Allen was completely confident that my issues qualified me to receive new replacement pans.
I followed his instructions on how to send them in, obtaining a return authorization, packing and shipping the pans in to the address provided, though at my cost.
A few weeks went by and I did not receive anything from Scanpan - not even a phone call or email updating me to the status. So I called on 12/4/12 and spoke to Michael, who informed me that my pans do not qualify and I will have to pay to have them sent back to me. Upon asking to speak to a supervisor Michael told me that he is the only one in this department and it is his call as to everything that goes on there.
This is terrible customer service and even after telling Michael that Scanpan just lost a customer he did not care and didn't do anything to attempt to resolve this issue. I am very upset, not only am I being told that my pans do not qualify according to 1 grumpy representative, but I am also being told that I must pay for getting them back. What kind of company is this?
I called Allen, whose idea it was for me to go through this in the first place, and relayed the situation. After a week of phone calls back and forth, all he did was ship my pans back to me.
This was a huge waste of my time and resources. If Scanpan is interested in developing a roster of satisfied customers they should provide two new saute pans to me immediately at their cost - per their advertised lifetime warranty.