MONIQUE E

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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.