Le CreusetReviews of lecreuset.com

My replacement Dutch oven finally arrived and is beautiful. I only wish Le Creuset would have had the curtesy to let me know they had received my damaged Dutch oven and then I would at least know that the replacement process was in action. It took about three months from start to finish with no communication from Le Creuset other than the replacement suddenly appeared.

I contacted Le Creuset customer support to start the process of warranty assessment on a french oven that was purchased in 2009. The enamel coating has worn away to the point that they can no longer be used - it really puts the "stick" into "non stick". I was asked to fill in a questionnaire about how I use and clean the product, and was also asked to send in some photos. Their warranty process is centered around how you use and take care of the product; my regular cleaning method is to use hot soapy water and a nylon sponge. It doesn't go in the dishwasher - I never use metal utensils, always use a low to medium heat, and always place oil in these casserole ovens before heating them up. I use the Le Creuset cleaner around once every 6 months, and I take very good care of my enameled cookware (I have 3 of these casserole style pots, and they cost me over $1200 all up). The warranty process leaves a lot to be desired; it took quite a number of emails to resolve, and was only resolved via an escalation to a manager. Despite what I told them in their warranty questionnaire, they kept telling me I would had either overheated the pot or used bleach, gumption, metal utensils etc. which simply wasn't true. Their company line is: "The limited lifetime warranty for your enamelled cast iron cookware covers faulty workmanship and materials when the product is used in a normal domestic environment, and in accordance with the care and use instructions provided. The warranty does not cover damage from misuse, commercial use, neglect, corrosive or abrasive cleaners, over-heating or the normal wear and tear of the product." Given the warranty does not cover "normal wear and tear", and that the enamel will wear down over time, you can expect a useful lifetime of around 10 years from these pots if you use them on a regular basis.

This is an average of experiences. I was in the same predicament as all of the one star reviews, not getting any response for weeks calling 877-273-8378 from their website. I found another number today and called877-418-5547 and Carol picked up right away. She handled my claim in minutes, I sent her photos over an email. And my pan should be here in two weeks. Maybe they should put that second phone number on their website. I hope this helps somebody.