Le Creuset
Verified Business
|3.2|13 Reviews (last 12 months)|Responds in 152h 17m
Le Creuset
Verified Business
|3.2
13 Reviews (last 12 months)
Responds in 152h 17m
AI Review Summary
Based on recent customer reviews, Le Creuset receives polarised feedback that highlights both the brand's strong in-store experience and significant after-sales challenges. Customers consistently praise individual staff members at branches like Canal Walk and Hobart Grove, along with online consultants who go above and beyond with gift wrapping, sourcing items, and resolving issues warmly. However, a recurring theme is frustration with warranty handling, refund processes, product quality concerns on pans and kettles, and inconsistent communication between staff members regarding replacements and returns policies.
Performance(last 12 months):
Trustindex Rating
5Ranked In Retail
#33Reply Time
152h 17mNPS Score
50Very Likely
Replied to 67% of negative reviews
Reply time on negative reviews: 133h 56m
TrustIndex
5
Ranking
#33
in Retail
Reply Time
152h 17m
NPS Score
50
Recommended: Very Likely
Replied to 67% of negative reviews
Reply time on negative reviews: 133h 56m
Review Distribution
3.2|13 Reviews
Sep '25 - Aug '26
Recent reviews (13)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMK
Maria K
1 reviews | Active since Nov 2013
25 May 2026, 15:51
Le Creuset review.
I had a kettle which was out of the guarantee and I emailed Le Creuset who arranged to pick it up, they did and examined it at their premises and they then offered me a new kettle no charge. I have never encountered such excellent business ethics anywhere? I highly commend them and as I have a few Le Creuset products I shall in future add to my collection.
Helpful (0)
|Replies (1)MK
Maria K
1 reviews | Active since Nov 2013
25 May 2026, 15:51
Le Creuset review.
I had a kettle which was out of the guarantee and I emailed Le Creuset who arranged to pick it up, they did and examined it at their premises and they then offered me a new kettle no charge. I have never encountered such excellent business ethics anywhere? I highly commend them and as I have a few Le Creuset products I shall in future add to my collection.
0
Replies (1)NC
Ngoni C
1 reviews | Active since Mar 2021
8 May 2026, 04:12
Great customer service
i got the pleasure to shop at the Canal walk store and two ladies served me. While i do not recall their names, they were so helpful and went over and above to look for colours i needed. i am a bit of an indecisive shopper but they were patient and assisted. they even gift wrapped my purchases.
Helpful (0)
|Replies (1)NC
Ngoni C
1 reviews | Active since Mar 2021
8 May 2026, 04:12
Great customer service
i got the pleasure to shop at the Canal walk store and two ladies served me. While i do not recall their names, they were so helpful and went over and above to look for colours i needed. i am a bit of an indecisive shopper but they were patient and assisted. they even gift wrapped my purchases.
0
Replies (1)ME
MONIQUE E
1 reviews | Active since Apr 2026
28 Apr 2026, 10:10
*************
I am extremely disappointed with my recent experience with Le Creuset. I purchased a set of two pans at the Factory to Table sale in Durban. After just one day of proper use — using the correct utensils and recommended cleaning methods — the larger 28cm pan developed a significant scratch. This was already concerning given the brand’s reputation. I returned the pan to the Pavilion branch for assessment. During this visit, the sales assistant explicitly mentioned that this particular series of pans is not of good quality and advised that it would be replaced with a better-quality version, as my original pan was no longer in stock. When I later returned to collect the replacement, I raised a question about whether I should also return the second pan, as the upgraded version differed in both handle design and coating. During this discussion, a second staff member again reiterated that the original series was not a good-quality range and confirmed that both pans would be replaced with the better-quality version. This was communicated as approved. However, when I returned again, I was assisted by a different consultant whose attitude was dismissive and unhelpful. Instead of the improved pans I had been advised I would receive, I was handed the exact same version I had originally purchased. When I questioned this, I was told that this was what had been ordered and that I would need to pay extra if I wanted the better-quality version — directly contradicting what I had been told on two separate occasions. To make matters worse, when I suggested reverting to the original arrangement (keeping my smaller pan and accepting the improved replacement for the damaged one), I was informed that I had no choice but to replace both pans. The inconsistency in communication, lack of accountability, and the manner in which this was handled were extremely frustrating. Being told twice by staff that a product is not of good quality, and that it would be replaced accordingly, only to have that position reversed without explanation, is unacceptable. This experience has left me feeling misled and undervalued as a customer, and it has significantly damaged my perception of the brand.
Helpful (0)
|Replies (1)ME
MONIQUE E
1 reviews | Active since Apr 2026
28 Apr 2026, 10:10
*************
I am extremely disappointed with my recent experience with Le Creuset. I purchased a set of two pans at the Factory to Table sale in Durban. After just one day of proper use — using the correct utensils and recommended cleaning methods — the larger 28cm pan developed a significant scratch. This was already concerning given the brand’s reputation. I returned the pan to the Pavilion branch for assessment. During this visit, the sales assistant explicitly mentioned that this particular series of pans is not of good quality and advised that it would be replaced with a better-quality version, as my original pan was no longer in stock. When I later returned to collect the replacement, I raised a question about whether I should also return the second pan, as the upgraded version differed in both handle design and coating. During this discussion, a second staff member again reiterated that the original series was not a good-quality range and confirmed that both pans would be replaced with the better-quality version. This was communicated as approved. However, when I returned again, I was assisted by a different consultant whose attitude was dismissive and unhelpful. Instead of the improved pans I had been advised I would receive, I was handed the exact same version I had originally purchased. When I questioned this, I was told that this was what had been ordered and that I would need to pay extra if I wanted the better-quality version — directly contradicting what I had been told on two separate occasions. To make matters worse, when I suggested reverting to the original arrangement (keeping my smaller pan and accepting the improved replacement for the damaged one), I was informed that I had no choice but to replace both pans. The inconsistency in communication, lack of accountability, and the manner in which this was handled were extremely frustrating. Being told twice by staff that a product is not of good quality, and that it would be replaced accordingly, only to have that position reversed without explanation, is unacceptable. This experience has left me feeling misled and undervalued as a customer, and it has significantly damaged my perception of the brand.
0
Replies (1)LE
Lynette E
1 reviews | Active since Apr 2022
16 Apr 2026, 10:30
Le Creuset kettle
My kettle of approx 5 years old has rusted inside and when you look on the Le Creuset site there is no warranty for rust as they claim this is due to misuse. How do you misuse a kettle? They should make their product out of material that does not rust.
Helpful (0)
|Replies (1)LE
Lynette E
1 reviews | Active since Apr 2022
16 Apr 2026, 10:30
Le Creuset kettle
My kettle of approx 5 years old has rusted inside and when you look on the Le Creuset site there is no warranty for rust as they claim this is due to misuse. How do you misuse a kettle? They should make their product out of material that does not rust.
0
Replies (1)GC
Guido C
1 reviews | Active since Sept 2021
17 Mar 2026, 15:56
Thank you Naa'ilah
We experienced an issue with two oven dishes cracking. We contacted Le Creuset customer service. A response was received from Naa'ilah Charles a customer service agent. Naa'ilah was professional, helpful, understanding, I just can't say enough nice things about Naa'ilah. Our problem was resolved in the nicest way. Naa'ilah is a real asset for Lw Creuset.
Helpful (0)
|Replies (1)GC
Guido C
1 reviews | Active since Sept 2021
17 Mar 2026, 15:56
Thank you Naa'ilah
We experienced an issue with two oven dishes cracking. We contacted Le Creuset customer service. A response was received from Naa'ilah Charles a customer service agent. Naa'ilah was professional, helpful, understanding, I just can't say enough nice things about Naa'ilah. Our problem was resolved in the nicest way. Naa'ilah is a real asset for Lw Creuset.
0
Replies (1)KS
Kajal S
1 reviews | Active since Jan 2026
29 Jan 2026, 17:26
Return Policy
I purchased the 28 cm Casserole and paid an arm and leg. i Normally use the bakeware and other products but it was my first pot. After the first use I was dissapointed as the curry was watery and the taste of the food was altered, which was confirmed by my family. The next day I decided to test it again , this time with a stew and the same happened. I then contacted the company and I was told I can take the pot to the store for inspection. I then advised that I am 150km and surely some other plan can be made. They then asked for pics and I sent these to be told sorry our policy is no returns after use. Why ask me to take it in, why ask me for pics , then be told refer to refund policy
Helpful (0)
|Replies (1)KS
Kajal S
1 reviews | Active since Jan 2026
29 Jan 2026, 17:26
Return Policy
I purchased the 28 cm Casserole and paid an arm and leg. i Normally use the bakeware and other products but it was my first pot. After the first use I was dissapointed as the curry was watery and the taste of the food was altered, which was confirmed by my family. The next day I decided to test it again , this time with a stew and the same happened. I then contacted the company and I was told I can take the pot to the store for inspection. I then advised that I am 150km and surely some other plan can be made. They then asked for pics and I sent these to be told sorry our policy is no returns after use. Why ask me to take it in, why ask me for pics , then be told refer to refund policy
0
Replies (1)HH
Humairah H
1 reviews | Active since Jul 2023
8 Dec 2025, 16:17
Excellent Service Always- Online Team
I’d like to give a huge shoutout to Allison and Marcelle from the Le Creuset online team. They always go above and beyond for me — even when I have a long list of requests! They make sure everything is handled quickly and correctly, and they consistently turn my shopping experience into an absolute pleasure. Their professionalism, patience, and genuine care make all the difference. Truly exceptional customer service! 💛🍳 Thank you for always helping me with a smile on your faces. Kindest Regards, Humairah Habib
Helpful (0)
|Replies (1)HH
Humairah H
1 reviews | Active since Jul 2023
8 Dec 2025, 16:17
Excellent Service Always- Online Team
I’d like to give a huge shoutout to Allison and Marcelle from the Le Creuset online team. They always go above and beyond for me — even when I have a long list of requests! They make sure everything is handled quickly and correctly, and they consistently turn my shopping experience into an absolute pleasure. Their professionalism, patience, and genuine care make all the difference. Truly exceptional customer service! 💛🍳 Thank you for always helping me with a smile on your faces. Kindest Regards, Humairah Habib
0
Replies (1)