Le Creuset - Refusal for return of defective product less than 2 years old

In June 2024, I purchased the Cast Iron – Signature Deep Skillet from the Le Creuset South Africa website, using a voucher I received as a birthday gift. It seemed like a high-quality, durable piece and a great addition to my kitchen. The product listing on your website indicates a limited lifetime warranty for this cookware.

Towards the end of last year, while cooking on my electric stovetop, I heard a loud pop, followed by the sound of liquid burning on the stovetop. On inspection, the skillet had developed a major crack along the side. This was extremely surprising, as the heat was not set to maximum. The pan has also never been dropped—it’s very heavy, so we handle it carefully.

I contacted online support and was advised to take the skillet to my nearest branch for assessment. During this query, I was told it was covered by a two-year warranty, which was the first time I heard this limitation. However, I have not been able to find a two-year limit stated in writing for this product, and your website still indicates a limited lifetime warranty.

Because it was close to the holiday period and stores were busy, I would return it after the holidays in January. I took the skillet to the Le Creuset store in Constantia Village Cape Town a week ago so it could be sent to the factory for assessment.

The feedback I received was unfortunately very upsetting—especially from a brand like Le Creuset. I was told the damage is due to heavy wear and tear, and that the skillet will not be replaced. I was offered a discount on a future purchase instead.

I find this conclusion completely unreasonable. The skillet is less than two years old, it is not used daily, and it has never been dropped. Even if it were used every evening, a cast-iron skillet should not crack so severely while cooking on an electric stovetop under normal household use.

Requested resolution: I request that Le Creuset replace the skillet with the same or equivalent product at no cost under the limited lifetime warranty. If you maintain that this failure is “wear and tear,” please provide a written technical assessment explaining the cause of the crack, the evidence supporting this conclusion, and the exact policy clause you are relying on to decline the claim. I would appreciate a response within 10 business days.